CUSTOMERS’ PROFITABILITY ANALYSIS

Радојко Лукић; Рајко Радовић; Срђан Лалић

Authors

Радојко Лукић Економски факултет, Универзитет у Београду Author
Рајко Радовић Факултет пословне економије, Универзитет у Источном Сарајеву Author
Срђан Лалић Факултет пословне економије, Универзитет у Источном Сарајеву Author

Keywords:

buyer's satisfaction, the cost of customer, brand, customer's capital, profit

Abstract

The key change in the modern business environment is to increase customers' expectations in terms of functionality and quality of products. It affects the shortening of product life cycle and the firm is required to add new features more quickly to the existing product, and to develop new products, which is reflected on the increase in intensity of global competition.

References

Anderson, J. L. 2007. Customer relationship management in retailing: A content analysis of retail trade journals. Journal of Retailing and Consumer Services. 14(6).

Bauer, H. H. and Hammerschmidt, M., 2005. Customer-based corporate valuation. Management Decision. 43(3).

Blocher, E. J., Stout, D. E., Cokins, G. and Chen, K. H., 2008. Cost Management, A Strategic Emphasis. Boston: McGraw-Hill.

Clodfelter, R., 2010. Biometric technology in retailing: Will consumers accept fingerprint authentication?. Journal of Retailing and Consumer Services. 17(3).

Čuzović, S., 2009. Trgovina, Principi, struktura, razvoj. Niš: Studenski kulturni centar.

Evans, J. R., 2005. Are the largest public retailers top financial performers? A longitudinal analysis. International Journal of Retail & Distribution Management. 33(11).

Gensler, S. 2007. Evaluating channel performance in multi-channel environments. Journal of Retailing and Consumer Services. 14(1).

Gurău, C. and Ranchhod, A., 2002. How to Calculate the Value of a Customer Measuring Customer Satisfaction: A Platform for Calculating, Predicting and Increasing Customer profitability. Journal of Targeting, Measurement and Analysis for Marketing. 10(3).

Hu, Y-C. and Ansell, J., 2007. Measuring retail company performance using credit scoring techniques. European Journal of Operational Research. 183(2).

Keller, K. L., 2003. Strategic Brand Management, Building, Measuring, and Managing Brand Equity. New Jersey: Prentice Hall.

Krafft, M. and Mantrala, M. K., 2006. Retailing in the 21st Century, Current and Future Trends. Berlin-Heidelberg: Springer.

Kumar, V., 2008. Customer Lifetime Value – The Path to Profitability. Business & Economics - Now Publishers.

Jović, M., 2008. Višedimenzionalnost relacionog marketinga. Marketing. 39(1–2).

Lukić, R., 2010. Upravljanje troškovima u poljoprivrednom preduzeću. Beograd: Ekonomski fakultet.

Lukić, R., 2010. Upravljanje rizikom prevara – uloga biometrijske tehnologije. Progressive. Broj 75.

Pantano, E. and Naccarato, G., 2010. Entertainment in retailing: The influences of advanced tecnologies. Journal of Retailing and Consumer Services. 17(3).

Petersen, J. A. 2009. Choosing the Right Metrics to Maximize Profitability and Shareholder Value. Journal of Retailing. 85(1).

Sellers-Rubio, R. and Mas-Ruiz, F., 2007. Different Approaches to the Evalution of Performance in Retailing. International Review of Retail, Distribution and Consumer Research. 17(5).

Tollington, T., 1999. The brand accounting side-show. Journal of Product & Brand Management. 8(3).

Wiesel, Th., Skiera, B. and Villanueva, J., 2008. Customer Equity: An Integral Part of Financial Reporting. Journal of Marketing. Vol. 72.