000075640 001__ 75640
000075640 005__ 20200103141022.0
000075640 0247_ $$2doi$$a10.1177/1094670517738369
000075640 0248_ $$2sideral$$a105878
000075640 037__ $$aART-2018-105878
000075640 041__ $$aeng
000075640 100__ $$aCambra-Fierro, J.
000075640 245__ $$aCustomer-Firm Interactions and the Path to Profitability: A Chain-of-Effects Model
000075640 260__ $$c2018
000075640 5060_ $$aAccess copy available to the general public$$fUnrestricted
000075640 5203_ $$aThis study investigates a chain of effects to understand the causal path from customer informational inquiries (CIIs) and firm-initiated contacts (FICs) to customer profitability. Drawing on social exchange theory, our framework identifies a set of attitudinal (perceived relationship investment and relationship quality), behavioral (customer cross-buy and service usage), and financial (customer profitability) consequences of CIIs and FICs and also explores the extent to which customer-perceived financial risk and customer involvement shape attitudinal reactions to CIIs and FICs. Using longitudinal data for a sample of 1, 990 customers measured in four different periods, the framework is tested in financial services by applying seemingly unrelated regression techniques. Our results reveal that FICs and CIIs are a particularly valuable tool for strengthening the relationship with customers with a low level of involvement but high perception of financial services risk. For highly involved customers, FICs and CIIs are not very effective; CIIs can even backfire if the customer also perceives the risk to be low. Our results highlight the importance of market segmentation for marketers to more effectively manage when and to whom they should target marketing activities (FICs) and steer CIIs.
000075640 536__ $$9info:eu-repo/grantAgreement/ES/DGA/S09-PM062$$9info:eu-repo/grantAgreement/ES/MICINN/ECO2014-54760
000075640 540__ $$9info:eu-repo/semantics/openAccess$$aAll rights reserved$$uhttp://www.europeana.eu/rights/rr-f/
000075640 590__ $$a4.071$$b2018
000075640 591__ $$aBUSINESS$$b29 / 147 = 0.197$$c2018$$dQ1$$eT1
000075640 592__ $$a3.34$$b2018
000075640 593__ $$aInformation Systems$$c2018$$dQ1
000075640 593__ $$aSociology and Political Science$$c2018$$dQ1
000075640 593__ $$aOrganizational Behavior and Human Resource Management$$c2018$$dQ1
000075640 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000075640 700__ $$0(orcid)0000-0002-2620-0639$$aMelero-Polo, I.$$uUniversidad de Zaragoza
000075640 700__ $$0(orcid)0000-0001-5321-8052$$aSese, F.J.$$uUniversidad de Zaragoza
000075640 700__ $$avan Doorn, J.
000075640 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000075640 773__ $$g21, 2 (2018), 201-218$$pJ. serv. res.$$tJOURNAL OF SERVICE RESEARCH$$x1094-6705
000075640 8564_ $$s434688$$uhttps://zaguan.unizar.es/record/75640/files/texto_completo.pdf$$yVersión publicada
000075640 8564_ $$s114977$$uhttps://zaguan.unizar.es/record/75640/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000075640 909CO $$ooai:zaguan.unizar.es:75640$$particulos$$pdriver
000075640 951__ $$a2020-01-03-14:01:44
000075640 980__ $$aARTICLE