{"id":"https://openalex.org/W1985472590","doi":"https://doi.org/10.1300/j366v05n01_03","title":"Dimensions and Implementation Drivers of Customer Equity Management (CEM)\u2014Conceptual Framework, Qualitative Evidence and Preliminary Results of a Quantitative Study","display_name":"Dimensions and Implementation Drivers of Customer Equity Management (CEM)\u2014Conceptual Framework, Qualitative Evidence and Preliminary Results of a Quantitative Study","publication_year":2006,"publication_date":"2006-04-04","ids":{"openalex":"https://openalex.org/W1985472590","doi":"https://doi.org/10.1300/j366v05n01_03","mag":"1985472590"},"language":"en","primary_location":{"id":"doi:10.1300/j366v05n01_03","doi":"https://doi.org/10.1300/j366v05n01_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j366v05n01_03","pdf_url":null,"source":{"id":"https://openalex.org/S167126396","display_name":"Journal of Relationship Marketing","issn_l":"1533-2667","issn":["1533-2667","1533-2675"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Relationship Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5109232432","display_name":"Manfred Bruhn","orcid":"https://orcid.org/0000-0001-9422-5697","observed_orcids":["https://orcid.org/0000-0001-9422-5697"]},"institutions":[{"id":"https://openalex.org/I1850255","display_name":"University of Basel","ror":"https://ror.org/02s6k3f65","country_code":"CH","type":"education","lineage":["https://openalex.org/I1850255"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Manfred Bruhn","raw_affiliation_strings":["Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel","institution_ids":["https://openalex.org/I1850255"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068726725","display_name":"Dominik Georgi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1850255","display_name":"University of Basel","ror":"https://ror.org/02s6k3f65","country_code":"CH","type":"education","lineage":["https://openalex.org/I1850255"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Dominik Georgi","raw_affiliation_strings":["Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel","institution_ids":["https://openalex.org/I1850255"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5021281520","display_name":"Karsten Hadwich","orcid":"https://orcid.org/0000-0002-5284-4454","observed_orcids":["https://orcid.org/0000-0002-5284-4454"]},"institutions":[{"id":"https://openalex.org/I1850255","display_name":"University of Basel","ror":"https://ror.org/02s6k3f65","country_code":"CH","type":"education","lineage":["https://openalex.org/I1850255"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Karsten Hadwich","raw_affiliation_strings":["Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Economics and Business Administration (WWZ), University of Basel/Switzerland, Petersgraben 51, CH-4051, Basel","institution_ids":["https://openalex.org/I1850255"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I1850255"],"apc_list":null,"apc_paid":null,"fwci":4.6979,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.94560536,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"5","issue":"1","first_page":"21","last_page":"38"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.7304999828338623,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.7304999828338623,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.23929999768733978,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.016100000590085983,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-equity","display_name":"customer equity","score":0.9509999752044678},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"customer lifetime value","score":0.9629999995231628},{"id":"https://openalex.org/keywords/implementation-drivers","display_name":"implementation drivers","score":0.8209999799728394},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.628000020980835}],"concepts":[{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.7955219745635986},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6587622761726379},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.6489746570587158},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5883378982543945},{"id":"https://openalex.org/C2775945657","wikidata":"https://www.wikidata.org/wiki/Q381442","display_name":"Structuring","level":2,"score":0.5394976139068604},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5202478170394897},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5070052146911621},{"id":"https://openalex.org/C199728807","wikidata":"https://www.wikidata.org/wiki/Q2578557","display_name":"Equity (law)","level":2,"score":0.4902113080024719},{"id":"https://openalex.org/C205971072","wikidata":"https://www.wikidata.org/wiki/Q513100","display_name":"Brand equity","level":2,"score":0.4422796070575714},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4333343207836151},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4321577250957489},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.4123547673225403},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.34253010153770447},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.14830395579338074},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.08851867914199829},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1300/j366v05n01_03","doi":"https://doi.org/10.1300/j366v05n01_03","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j366v05n01_03","pdf_url":null,"source":{"id":"https://openalex.org/S167126396","display_name":"Journal of Relationship Marketing","issn_l":"1533-2667","issn":["1533-2667","1533-2675"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Relationship Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Partnerships for the goals","score":0.44999998807907104,"id":"https://metadata.un.org/sdg/17"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W567115522","https://openalex.org/W1588952863","https://openalex.org/W1964870893","https://openalex.org/W1969385675","https://openalex.org/W1972295513","https://openalex.org/W2014995894","https://openalex.org/W2019535627","https://openalex.org/W2034680183","https://openalex.org/W2046121807","https://openalex.org/W2077806964","https://openalex.org/W2091823618","https://openalex.org/W2104422987","https://openalex.org/W2127624016","https://openalex.org/W2138123110","https://openalex.org/W2139321630","https://openalex.org/W2172173851","https://openalex.org/W2183387232","https://openalex.org/W2575693697","https://openalex.org/W2576364025","https://openalex.org/W2595552630","https://openalex.org/W2772977763","https://openalex.org/W4250853106","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W2084890134","https://openalex.org/W7097036172","https://openalex.org/W3104060564","https://openalex.org/W350676013","https://openalex.org/W2106477381","https://openalex.org/W613029715","https://openalex.org/W2900376699","https://openalex.org/W2560779277","https://openalex.org/W1532213165","https://openalex.org/W2071408441"],"abstract_inverted_index":{"SUMMARY":[0],"Customer":[1,51,79],"equity":[2,27,44],"has":[3],"become":[4],"a":[5,21,35,49,83],"major":[6],"marketing":[7],"goal":[8],"in":[9],"many":[10],"industries.":[11],"In":[12,55],"the":[13,107,116,121,136,142],"existing":[14],"literature":[15],"on":[16,24,39,59,65],"customer":[17,26,29,43],"equity,":[18],"there":[19,33],"is":[20,34],"strong":[22],"emphasis":[23],"measuring":[25],"(or":[28],"lifetime":[30],"value),":[31],"while":[32],"lack":[36],"of":[37,78,97,106,146],"research":[38,69],"how":[40,46],"to":[41,47],"manage":[42],"and":[45,67,91,120,134,144],"implement":[48],"systematic":[50],"Equity":[52,80],"Management":[53,81],"(CEM).":[54],"this":[56],"paper,":[57],"based":[58],"theoretical":[60],"considerations":[61],"as":[62,64],"well":[63],"qualitative":[66],"quantitative":[68],"applying":[70],"confirmatory":[71],"factor":[72],"analysis,":[73],"we":[74],"identify":[75],"three":[76,95,108,117,122],"dimensions":[77,119],"structuring":[82],"firm's":[84],"CEM":[85,90,98,109,118,133],"activities:":[86],"analytical":[87],"CEM,":[88],"strategic":[89],"operational":[92],"CEM.":[93,147],"Further,":[94],"types":[96],"implementation":[99,123],"drivers":[100],"are":[101],"identified":[102],"which":[103],"represent":[104,135],"determinants":[105],"dimensions.":[110],"We":[111],"develop":[112],"measures":[113,126],"for":[114,138],"both":[115],"drivers.":[124],"These":[125],"help":[127],"companies":[128],"evaluating":[129],"their":[130],"status":[131],"regarding":[132,141],"basis":[137],"empirical":[139],"studies":[140],"determination":[143],"effects":[145]},"counts_by_year":[{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}