{"id":"https://openalex.org/W2073577013","doi":"https://doi.org/10.2307/41166104","title":"The Customer Pyramid: Creating and Serving Profitable Customers","display_name":"The Customer Pyramid: Creating and Serving Profitable Customers","publication_year":2001,"publication_date":"2001-07-01","ids":{"openalex":"https://openalex.org/W2073577013","doi":"https://doi.org/10.2307/41166104","mag":"2073577013"},"language":"en","primary_location":{"id":"doi:10.2307/41166104","doi":"https://doi.org/10.2307/41166104","is_oa":false,"landing_page_url":"https://doi.org/10.2307/41166104","pdf_url":null,"source":{"id":"https://openalex.org/S172782825","display_name":"California Management Review","issn_l":"0008-1256","issn":["0008-1256","2162-8564"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"California Management Review","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/A5002771076","display_name":"Valarie A. Zeithaml","orcid":"https://orcid.org/0000-0003-4693-6069","observed_orcids":["https://orcid.org/0000-0003-4693-6069"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Valarie A. Zeithaml","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5037954003","display_name":"Roland T. Rust","orcid":"https://orcid.org/0000-0003-2433-7719","observed_orcids":["https://orcid.org/0000-0003-2433-7719"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Roland T. Rust","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5082245839","display_name":"Katherine N. Lemon","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Katherine N. Lemon","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":52.1069,"has_fulltext":false,"cited_by_count":495,"citation_normalized_percentile":{"value":0.99839728,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"43","issue":"4","first_page":"118","last_page":"142"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.864300012588501,"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":0.864300012588501,"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":0.1256999969482422,"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/T11114","display_name":"Service and Product Innovation","score":0.003800000064074993,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-profitability","display_name":"customer profitability","score":0.8220000267028809},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.7160000205039978},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.871999979019165},{"id":"https://openalex.org/keywords/resource-allocation","display_name":"resource allocation","score":0.8740000128746033},{"id":"https://openalex.org/keywords/customer-segmentation","display_name":"customer segmentation","score":0.5770000219345093},{"id":"https://openalex.org/keywords/customer-service-strategy","display_name":"customer service strategy","score":0.3580000102519989}],"concepts":[{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.8426309823989868},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.6861957311630249},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.685417890548706},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.6206974983215332},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6035149693489075},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5963484048843384},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5238540172576904},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5005080699920654},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46343356370925903},{"id":"https://openalex.org/C142575187","wikidata":"https://www.wikidata.org/wiki/Q3358290","display_name":"Pyramid (geometry)","level":2,"score":0.41155633330345154},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3394494652748108},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.08921799063682556},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.2307/41166104","doi":"https://doi.org/10.2307/41166104","is_oa":false,"landing_page_url":"https://doi.org/10.2307/41166104","pdf_url":null,"source":{"id":"https://openalex.org/S172782825","display_name":"California Management Review","issn_l":"0008-1256","issn":["0008-1256","2162-8564"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"California Management Review","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":7,"referenced_works":["https://openalex.org/W133365864","https://openalex.org/W1536280631","https://openalex.org/W1979907230","https://openalex.org/W2007738521","https://openalex.org/W2046752514","https://openalex.org/W2139921829","https://openalex.org/W2316250154"],"related_works":["https://openalex.org/W2043490517","https://openalex.org/W281553074","https://openalex.org/W4412032968","https://openalex.org/W2221941087","https://openalex.org/W172618141","https://openalex.org/W2092961111","https://openalex.org/W6983506085","https://openalex.org/W2073649736","https://openalex.org/W2297453108","https://openalex.org/W1973965508"],"abstract_inverted_index":{"As":[0],"relationships":[1],"and":[2,103,105,119,144,157],"service":[3,101,120],"become":[4,127],"increasingly":[5],"pivotal":[6],"in":[7,140],"business,":[8],"the":[9,18,48,68,98,108,149,168],"profitability":[10,19,86,104],"of":[11,20,39,50,111],"customers":[12,51,166],"is":[13],"becoming":[14],"more":[15,128,141],"important":[16],"than":[17],"products.":[21],"In":[22],"this":[23],"environment,":[24],"marketing":[25],"success":[26],"will":[27],"be":[28,54],"equivalent":[29],"to":[30,47,75,83,96,106,115],"generating":[31],"maximum":[32],"profits":[33,78,163],"from":[34],"a":[35,59,64,73,92],"firm's":[36],"total":[37],"set":[38],"customers.":[40],"Doing":[41],"so":[42],"requires":[43],"allocating":[44],"managerial":[45],"resources":[46,114],"groups":[49],"that":[52,71],"can":[53],"cultivated":[55],"most":[56],"efficiently":[57],"by":[58,79,164],"firm.":[60],"This":[61,138],"article":[62,152],"presents":[63],"management":[65],"methodology":[66],"called":[67],"Customer":[89,169],"Pyramid":[90],"enables":[72],"firm":[74,162],"supercharge":[76],"its":[77,81],"customizing":[80],"responses":[82],"distinct":[84],"customer":[85,125],"tiers.":[87],"The":[88,151],"provides":[91,154],"tool":[93],"for":[94,123,147,160],"managers":[95],"strengthen":[97],"link":[99],"between":[100],"quality":[102],"determine":[107],"optimal":[109],"allocation":[110],"often":[112],"scarce":[113],"maximize":[116],"profitability.":[117],"Product":[118],"strategies,":[121],"customized":[122],"each":[124],"tier,":[126],"closely":[129],"aligned":[130],"with":[131],"an":[132],"individual":[133],"customer's":[134],"underlying":[135],"utility":[136],"functions.":[137],"results":[139],"effective,":[142],"efficient,":[143],"profitable":[145],"strategies":[146],"serving":[148],"customer.":[150],"also":[153],"numerous":[155],"examples":[156],"practical":[158],"guidelines":[159],"improving":[161],"moving":[165],"up":[167],"Pyramid.":[170]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":18},{"year":2022,"cited_by_count":24},{"year":2021,"cited_by_count":16},{"year":2020,"cited_by_count":20},{"year":2019,"cited_by_count":20},{"year":2018,"cited_by_count":14},{"year":2017,"cited_by_count":21},{"year":2016,"cited_by_count":21},{"year":2015,"cited_by_count":24},{"year":2014,"cited_by_count":31},{"year":2013,"cited_by_count":31},{"year":2012,"cited_by_count":23}],"updated_date":"2026-10-21T09:56:26.102985","created_date":"2016-06-24T00:00:00"}
