The influence of customer value on word of mouth: a study of a financial services company in Brazil

The influence of customer value on word of mouth: a study of a financial services company in Brazil

Purpose – Our study analyzes the non-linear effect of customer lifetime value (CLV), which accounts for the revenue accumulated over the lifetime of a customer relationship, calculated using a discount rate, on customer referral value (CRV), which accounts for the value created by customers converte...

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Bibliographic Details
Main Authors: Sandro Bonfim da Costa, Danny Pimentel Claro, Adriana Bruscato Bortoluzzo
Format: Article
Language:Spanish
Published: Fundação Escola de Comércio Álvares Penteado 2018-05-01
Series:Revista Brasileira de Gestão De Negócios
Subjects:
Word of mouth
Relationship
Recommendation
Customer performance.
Online Access:https://rbgn.fecap.br/RBGN/article/view/3798/pdf

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