{"id":"https://openalex.org/W2560779277","doi":"https://doi.org/10.1080/0267257x.2016.1260043","title":"Measuring customer equity and managing the customer asset: an explanatory study in the Australian hotels","display_name":"Measuring customer equity and managing the customer asset: an explanatory study in the Australian hotels","publication_year":2016,"publication_date":"2016-11-21","ids":{"openalex":"https://openalex.org/W2560779277","doi":"https://doi.org/10.1080/0267257x.2016.1260043","mag":"2560779277"},"language":"en","primary_location":{"id":"doi:10.1080/0267257x.2016.1260043","doi":"https://doi.org/10.1080/0267257x.2016.1260043","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0267257x.2016.1260043","pdf_url":null,"source":{"id":"https://openalex.org/S14291815","display_name":"Journal of Marketing Management","issn_l":"0267-257X","issn":["0267-257X","1472-1376"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-70","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 Marketing Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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":null,"display_name":"Anthony Carr","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Anthony Carr","raw_affiliation_strings":["Division of International, Queensland University of Technology, Brisbane, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Division of International, Queensland University of Technology, Brisbane, Australia","institution_ids":["https://openalex.org/I160993911"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5064548599","display_name":"Judy C. Drennan","orcid":"https://orcid.org/0000-0001-7389-2415","observed_orcids":["https://orcid.org/0000-0001-7389-2415"]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Judy Drennan","raw_affiliation_strings":["QUT Business School, Queensland University of Technology, Brisbane, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"QUT Business School, Queensland University of Technology, Brisbane, Australia","institution_ids":["https://openalex.org/I160993911"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026172415","display_name":"Lynda Andrews","orcid":"https://orcid.org/0000-0001-7719-3806","observed_orcids":["https://orcid.org/0000-0001-7719-3806"]},"institutions":[{"id":"https://openalex.org/I160993911","display_name":"Queensland University of Technology","ror":"https://ror.org/03pnv4752","country_code":"AU","type":"education","lineage":["https://openalex.org/I160993911"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Lynda Andrews","raw_affiliation_strings":["QUT Business School, Queensland University of Technology, Brisbane, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"QUT Business School, Queensland University of Technology, Brisbane, Australia","institution_ids":["https://openalex.org/I160993911"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I160993911"],"apc_list":null,"apc_paid":null,"fwci":1.0382,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.87087357,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":"32","issue":"17-18","first_page":"1670","last_page":"1700"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.760699987411499,"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":0.760699987411499,"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":0.22709999978542328,"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/T10910","display_name":"Corporate Governance and Management","score":0.005400000140070915,"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":0.984000027179718},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"customer lifetime value","score":0.8579999804496765},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9980000257492065},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.8109999895095825},{"id":"https://openalex.org/keywords/customer-data","display_name":"customer data","score":0.6000000238418579},{"id":"https://openalex.org/keywords/customer-acquisition","display_name":"customer acquisition","score":0.9229999780654907},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.996999979019165},{"id":"https://openalex.org/keywords/decision-tree-analysis","display_name":"decision tree analysis","score":0.5239999890327454}],"concepts":[{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.7374862432479858},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.6519748568534851},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6052928566932678},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5975005626678467},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5421027541160583},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.541313886642456},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5334123969078064},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.5036153197288513},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5036143660545349},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.48619645833969116},{"id":"https://openalex.org/C2776517139","wikidata":"https://www.wikidata.org/wiki/Q873442","display_name":"Asset management","level":2,"score":0.48477858304977417},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4497683346271515},{"id":"https://openalex.org/C199728807","wikidata":"https://www.wikidata.org/wiki/Q2578557","display_name":"Equity (law)","level":2,"score":0.4484015107154846},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.42849424481391907},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3599538803100586},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.22024580836296082},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.20109185576438904},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0983521044254303},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.08458739519119263},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.07470199465751648},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/0267257x.2016.1260043","doi":"https://doi.org/10.1080/0267257x.2016.1260043","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0267257x.2016.1260043","pdf_url":null,"source":{"id":"https://openalex.org/S14291815","display_name":"Journal of Marketing Management","issn_l":"0267-257X","issn":["0267-257X","1472-1376"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-70","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 Marketing Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":88,"referenced_works":["https://openalex.org/W138120447","https://openalex.org/W204885769","https://openalex.org/W567115522","https://openalex.org/W654057460","https://openalex.org/W1594031697","https://openalex.org/W1596057795","https://openalex.org/W1964270323","https://openalex.org/W1973965508","https://openalex.org/W1974829723","https://openalex.org/W1978942630","https://openalex.org/W1982115278","https://openalex.org/W1991670833","https://openalex.org/W1992781742","https://openalex.org/W1993108580","https://openalex.org/W1996290308","https://openalex.org/W2001136280","https://openalex.org/W2009892278","https://openalex.org/W2014764296","https://openalex.org/W2015059809","https://openalex.org/W2024229004","https://openalex.org/W2030714694","https://openalex.org/W2032740726","https://openalex.org/W2038375571","https://openalex.org/W2041446724","https://openalex.org/W2044458697","https://openalex.org/W2058158587","https://openalex.org/W2061977616","https://openalex.org/W2062709194","https://openalex.org/W2067917127","https://openalex.org/W2069923344","https://openalex.org/W2076111670","https://openalex.org/W2077806964","https://openalex.org/W2078836410","https://openalex.org/W2081305786","https://openalex.org/W2081547566","https://openalex.org/W2081979863","https://openalex.org/W2083752758","https://openalex.org/W2084341220","https://openalex.org/W2084890134","https://openalex.org/W2089986444","https://openalex.org/W2093139776","https://openalex.org/W2097509383","https://openalex.org/W2100930383","https://openalex.org/W2102201073","https://openalex.org/W2106477381","https://openalex.org/W2108306214","https://openalex.org/W2112035181","https://openalex.org/W2114304522","https://openalex.org/W2114683725","https://openalex.org/W2115379661","https://openalex.org/W2117381845","https://openalex.org/W2127396574","https://openalex.org/W2127624016","https://openalex.org/W2130193710","https://openalex.org/W2132652356","https://openalex.org/W2134519823","https://openalex.org/W2134884007","https://openalex.org/W2136789464","https://openalex.org/W2138123110","https://openalex.org/W2138799890","https://openalex.org/W2139921829","https://openalex.org/W2140877597","https://openalex.org/W2145251909","https://openalex.org/W2151527246","https://openalex.org/W2151912132","https://openalex.org/W2153476503","https://openalex.org/W2153674408","https://openalex.org/W2153841427","https://openalex.org/W2156957852","https://openalex.org/W2161975887","https://openalex.org/W2162244340","https://openalex.org/W2165576776","https://openalex.org/W2171107095","https://openalex.org/W2183387232","https://openalex.org/W2193038455","https://openalex.org/W2309298306","https://openalex.org/W2314376926","https://openalex.org/W2317568109","https://openalex.org/W2331000306","https://openalex.org/W2477235936","https://openalex.org/W2481912184","https://openalex.org/W3085162807","https://openalex.org/W3124536214","https://openalex.org/W3125548754","https://openalex.org/W3126057910","https://openalex.org/W4206495155","https://openalex.org/W4232654400","https://openalex.org/W4298140396"],"related_works":["https://openalex.org/W1410357252","https://openalex.org/W2106477381","https://openalex.org/W1985472590","https://openalex.org/W7097036172","https://openalex.org/W15236798","https://openalex.org/W1992781742","https://openalex.org/W613029715","https://openalex.org/W3104060564","https://openalex.org/W2373990499","https://openalex.org/W350676013"],"abstract_inverted_index":{"Although":[0],"there":[1,20],"are":[2,21,29,129],"a":[3,39,72,91,120,169],"range":[4],"of":[5,53,94,98],"conceptual":[6,57],"and":[7,15,43,67,102,117],"theoretical":[8,175],"studies":[9,24],"about":[10],"customer":[11,64,68,73,99],"equity":[12,74],"(CE)":[13],"measurement":[14],"management":[16,70,75],"in":[17,115,155,177],"the":[18,36,95],"literature,":[19],"few":[22],"empirical":[23],"where":[25],"these":[26],"two":[27,96,173],"concepts":[28,176],"examined":[30],"together.":[31],"This":[32],"paper":[33],"focuses":[34],"on":[35,105],"need":[37],"for":[38,46,134],"more":[40,47,137,149],"synthesised":[41],"approach":[42],"addresses":[44],"calls":[45],"research":[48],"into":[49],"this":[50],"specific":[51],"area":[52],"marketing":[54],"management.":[55],"A":[56],"framework":[58,79,170],"was":[59,80],"developed":[60],"that":[61,127,171],"synthesises":[62],"both":[63],"lifetime":[65],"value":[66],"relationship":[69],"from":[71,111],"(CEM)":[76],"perspective.":[77],"The":[78,124,160],"used":[81],"to":[82,147,163,180,183],"empirically":[83,167],"examine":[84],"how":[85],"four":[86],"CE":[87,132,158],"strategies,":[88],"together":[89],"with":[90],"firm\u2019s":[92],"use":[93],"types":[97],"data":[100],"(aggregated":[101],"disaggregated),":[103],"impact":[104],"CEM":[106],"outcomes.":[107,159],"Data":[108],"were":[109],"collected":[110],"114":[112],"hotel":[113],"managers":[114],"Australia":[116],"analysed":[118],"through":[119,166],"decision":[121],"tree":[122],"methodology.":[123],"results":[125],"show":[126],"hotels":[128],"utilising":[130],"their":[131,152],"strategies":[133],"acquisition":[135],"purposes":[136,140],"than":[138,150],"retention":[139],"(customer":[141],"asset":[142],"management),":[143],"which":[144],"overall":[145],"appears":[146],"satisfice":[148],"maximise":[151],"hotel\u2019s":[153],"capacity":[154],"achieving":[156],"effective":[157],"study\u2019s":[161],"contribution":[162],"theory":[164],"is":[165],"testing":[168],"combines":[172],"discrete":[174],"one":[178],"study":[179],"provide":[181],"insights":[182],"guide":[184],"future":[185],"research.":[186]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-12-16T00:00:00"}