西方钱包份额研究述评
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外国经济与管理 2013 年 第 35 卷第 12 期, 页码：41 - 49
摘要
参考文献
摘要
钱包份额一般指顾客与特定企业交易量占其相关交易总量的比重,是近年来西方顾客关系管理和市场营销研究领域的一个流行概念,同时也是一个营销实绩测度指标。本文系统梳理了国外相关文献,分别对钱包份额的界定与测量、角色与作用以及影响因素等方面研究进行了分析和评介,并在此基础上提出了未来研究方向。
[1]Babakus E and Yavas U.Does customer sex influence the relationship between perceived quality and share of wallet?[J].Journal of Business Research,2008,61(9):974-981.
[2]Baumann C,Burton S and Elliott G.Determinants of customer loyalty and share of wallet in retail banking[J].Journal of Financial Services Marketing,2005,9(3):231-248.
[3]Baumann C,Hamin H and Tung R L.Share of wallet in retail banking:A comparison of Caucasians in Canada and Australia vis-à-vis Chinese in China and overseas Chinese[J].International Journal of Bank Marketing,2012,30(2):88-101.
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[9]Garland R.Share of wallet’s role in customer profitability[J].Journal of Financial Services Marketing,2004,8(3):259-268.
[10]Homburg C and Giering A.Personal characteristics as moderators of the relationship between customer satisfaction and loyalty:An empirical analysis[J].Psychology&Marketing,2001,18(1):43-66.
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[12]Keiningham T L,Cooil B,Andreassen T W and Aksoy L.A longitudinal examination of net promoter and firm revenue growth[J].Journal of Marketing,2007,71(3):39-51.
[13]Keiningham T L,Aksoy L and Cooil B.Linking customer loyalty to growth[J].MIT Sloan Management Review,2008,49(Summer):51-57.
[14]Keiningham T L,Aksoy L and Buoye A.Customer loyalty isn’t enough.Grow your share of wallet[J].Harvard Business Review,2011,89(10):29-31.
[15]Kim W,Ok C and Canter D D.Contingency variables for customer share of visits to full-service restaurant[J].International Journal of Hospitality Management,2010,29(1):13-147.
[16]Larivière B,Aksoy L,Cooil B and Keiningham T L.Does satisfaction matter more if a multichannel customer is also a multi-company customer?[J].Journal of Service Management,2011,22(1):39-66.
[17]Lewis M.The influence of loyalty programs and short-term promotions on customer retention[J].Journal of Marketing Research,2004,41(3):281-292.
[18]Liu Y.The long-term impact of loyalty programs on consumer purchase behavior and loyalty[J].Journal of Marketing,2007,71(4):19-35.
[19]Liu Y and Yang R.Competing loyalty programs:Impact of market saturation,market share,and category expandability[J].Journal of Marketing,2009,73(1):93-108.
[20]Mgi A W.Share of wallet in retailing:The effects of customer satisfaction,loyalty cards and shopper characteristics[J].Journal of Retailing,2003,79(2):97-106.
[21]Meyer-Waarden L.The effects of loyalty programs on customer lifetime duration and share of wallet[J].Journal of Retailing,2007,83(2):223-236.
[22]Mittal V and Kamakura W.Satisfaction,repurchase intent,and repurchase behavior:Investigating the moderating effect of customer characteristics[J].Journal of Marketing Research,2001,38(1):131-142.
[23]Oliver R L.Whence consumer loyalty?[J].Journal of Marketing,1999,63(Special Issue):33-44.
[24]Perkins-Munn T,Aksoy L and Keiningham T L.Actual purchase as a proxy for share of wallet[J].Journal of Service Research,2005,7(3):245-256.
[25]Reichheld F.The one number you need to grow[J].Harvard Business Review,2003,81(12):46-54.
[26]Reinartz W and Kumar V.The mismanagement of customer loyalty[J].Harvard Business Review,2002,80(7):4-12.
[27]Reinartz W and Kumar V.The impact of customer relationship characteristics on profitable lifetime duration[J].Journal of Marketing,2003,67(1):77-99.
[28]Rust K,Lemon N and Zeithaml V A.Returning on marketing:Using customer equity to focus marketing strategy[J].Journal of Marketing,2004,68(1):109-127.
[29]Seiders K,Voss G B,Grewal D and Godfrey A L.Do satisfied customers buy more?Examining moderating influences in a retailing context[J].Journal of Marketing,2005,69(4):26-43.
[30]Verhoef P C.Understanding the effect of customer relationship management efforts on customer retention and customer share development[J].Journal of Marketing,2003,67(4):30-45.
[2]Baumann C,Burton S and Elliott G.Determinants of customer loyalty and share of wallet in retail banking[J].Journal of Financial Services Marketing,2005,9(3):231-248.
[3]Baumann C,Hamin H and Tung R L.Share of wallet in retail banking:A comparison of Caucasians in Canada and Australia vis-à-vis Chinese in China and overseas Chinese[J].International Journal of Bank Marketing,2012,30(2):88-101.
[4]Chen Y and Steckel J H.Modeling credit card share of wallet:Solving the incomplete information problem[J].Journal of Marketing Research,2012,49(5):655-669.
[5]Cooil B,Keiningham T L,Aksoy L and Hsu M.A longitudinal analysis of customer satisfaction and share of wallet:Investigating the moderating effect of customer characteristics[J].Journal of Marketing,2007,71(1):67-83.
[6]Coyles S and Gokey T C.Customer retention is not enough[J].The McKinsey Quarterly,2002,2(2):81-89.
[7]Doorn V J and Verhoef P.Critical incidents and the impact of satisfaction on customer share[J].Journal of Marketing,2008,72(3):123-142.
[8]Du RY,Kamakura W A and Mela C F.Size and share of customer wallet[J].Journal of Marketing,2007,71(2):94-113.
[9]Garland R.Share of wallet’s role in customer profitability[J].Journal of Financial Services Marketing,2004,8(3):259-268.
[10]Homburg C and Giering A.Personal characteristics as moderators of the relationship between customer satisfaction and loyalty:An empirical analysis[J].Psychology&Marketing,2001,18(1):43-66.
[11]Jones T O and Sasser W E.Why satisfied customers defect[J].Harvard Business Review,1995,73(11/12):85-99.
[12]Keiningham T L,Cooil B,Andreassen T W and Aksoy L.A longitudinal examination of net promoter and firm revenue growth[J].Journal of Marketing,2007,71(3):39-51.
[13]Keiningham T L,Aksoy L and Cooil B.Linking customer loyalty to growth[J].MIT Sloan Management Review,2008,49(Summer):51-57.
[14]Keiningham T L,Aksoy L and Buoye A.Customer loyalty isn’t enough.Grow your share of wallet[J].Harvard Business Review,2011,89(10):29-31.
[15]Kim W,Ok C and Canter D D.Contingency variables for customer share of visits to full-service restaurant[J].International Journal of Hospitality Management,2010,29(1):13-147.
[16]Larivière B,Aksoy L,Cooil B and Keiningham T L.Does satisfaction matter more if a multichannel customer is also a multi-company customer?[J].Journal of Service Management,2011,22(1):39-66.
[17]Lewis M.The influence of loyalty programs and short-term promotions on customer retention[J].Journal of Marketing Research,2004,41(3):281-292.
[18]Liu Y.The long-term impact of loyalty programs on consumer purchase behavior and loyalty[J].Journal of Marketing,2007,71(4):19-35.
[19]Liu Y and Yang R.Competing loyalty programs:Impact of market saturation,market share,and category expandability[J].Journal of Marketing,2009,73(1):93-108.
[20]Mgi A W.Share of wallet in retailing:The effects of customer satisfaction,loyalty cards and shopper characteristics[J].Journal of Retailing,2003,79(2):97-106.
[21]Meyer-Waarden L.The effects of loyalty programs on customer lifetime duration and share of wallet[J].Journal of Retailing,2007,83(2):223-236.
[22]Mittal V and Kamakura W.Satisfaction,repurchase intent,and repurchase behavior:Investigating the moderating effect of customer characteristics[J].Journal of Marketing Research,2001,38(1):131-142.
[23]Oliver R L.Whence consumer loyalty?[J].Journal of Marketing,1999,63(Special Issue):33-44.
[24]Perkins-Munn T,Aksoy L and Keiningham T L.Actual purchase as a proxy for share of wallet[J].Journal of Service Research,2005,7(3):245-256.
[25]Reichheld F.The one number you need to grow[J].Harvard Business Review,2003,81(12):46-54.
[26]Reinartz W and Kumar V.The mismanagement of customer loyalty[J].Harvard Business Review,2002,80(7):4-12.
[27]Reinartz W and Kumar V.The impact of customer relationship characteristics on profitable lifetime duration[J].Journal of Marketing,2003,67(1):77-99.
[28]Rust K,Lemon N and Zeithaml V A.Returning on marketing:Using customer equity to focus marketing strategy[J].Journal of Marketing,2004,68(1):109-127.
[29]Seiders K,Voss G B,Grewal D and Godfrey A L.Do satisfied customers buy more?Examining moderating influences in a retailing context[J].Journal of Marketing,2005,69(4):26-43.
[30]Verhoef P C.Understanding the effect of customer relationship management efforts on customer retention and customer share development[J].Journal of Marketing,2003,67(4):30-45.
引用本文
宋金柱, 楼天阳. 西方钱包份额研究述评[J]. 外国经济与管理, 2013, 35(12): 41–49.
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