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| Author: | Jacobs, F.A. Johnston, W. Kotchetova, N. |
| Title: | Customer profitability: prospective vs. retrospective approaches in a business-to-business setting |
| Journal: | Industrial Marketing Management
2001 : MAY, VOL. 30:4, p. 353-363 |
| Index terms: | BUSINESS-TO-BUSINESS CUSTOMERS PROFITABILITY |
| Language: | eng |
| Abstract: | The research question pertains to the development of a comprehensive model of customer profitability. In developing such a model, the authors rely upon the links between quality, customer satisfaction, loyalty, and profitability established in the literature in marketing and accounting, and place them into the business-to-business context. The authors maintain that customer profitability is expandable in three directions, two temporal and one spatial. |
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