Calculating the value of customers’ referrals

Sabrina Helm

doi:10.1108/09604520310466825

Calculating the value of customers’ referrals

Sabrina Helm

Research output: Contribution to journal › Article › peer-review

28 Scopus citations

Abstract

Word-of-mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation, although some authors claim them to be the astronomical part of customer equity. The paper discusses different approaches to the calculation of positive word-of-mouth, leading to a monetary referral value of a company’s customers.

Original language	English (US)
Pages (from-to)	124-133
Number of pages	10
Journal	Managing Service Quality: An International Journal
Volume	13
Issue number	2
DOIs	https://doi.org/10.1108/09604520310466825
State	Published - Apr 1 2003
Externally published	Yes

Keywords

Customer satisfaction
Recommendations
Service quality

ASJC Scopus subject areas

Strategy and Management

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10.1108/09604520310466825

Cite this

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abstract = "Word-of-mouth is a rarely quantified phenomenon, in spite of its importance for service firms. Therefore, referrals remain a neglected determinant of customer lifetime valuation, although some authors claim them to be the astronomical part of customer equity. The paper discusses different approaches to the calculation of positive word-of-mouth, leading to a monetary referral value of a company{\textquoteright}s customers.",

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Calculating the value of customers’ referrals

Abstract

Keywords

ASJC Scopus subject areas

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