{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T17:50:26Z","timestamp":1754157026476,"version":"3.41.2"},"reference-count":23,"publisher":"Emerald","issue":"1\/2","license":[{"start":{"date-parts":[[2011,3,15]],"date-time":"2011-03-15T00:00:00Z","timestamp":1300147200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,3,15]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>Companies have changed their focus from product oriented within marketing (1960s) to demand oriented within quality improvement (1980s) and, today, to an emphasis on customer service, customer loyalty, and customer profitability. Although the significance of customer\u2010centric services is well established, much of the research that has investigated the effect of customer lifetime value (CLV) has focused on the lifetime value of existing customers only. The purpose of this paper is to devise a novel customer value model (the CV model) to predict internet\u2010based customers' value by utilizing historical financial data to predict future value.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>This research utilizes the concept of operation research, which deploys scientific methods to solve problems and assists in generating strategies in terms of model construction. The authors construct a prediction model for short\u2010term CV that is also a type of deterministic model and define e\u2010services as the coverage of free or charged services over the internet environment.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>The simulated results reveal that, over the long\u2010term, CV decreases as the predictive time moves away from the present because of deviations in perception and expectation. The new CV model complements the existing CLV model by addressing CV from a different perspective and provides clues to CV for e\u2010service industries.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The proposed CV model and the CLV model both come from the customer perspective, but CLV measures CLV without prediction while the CV model provides an avenue by which to consider customer and enterprise perspective simultaneously. Thus, the CV model not only complements the CLV but also assists enterprises in identifying CV and generating superior benefits.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The proposed model makes three contributions: it constructs an equation to measure CV for internet\u2010based services; it considers the customer and enterprise perspectives simultaneously; and it observes changes in the CV of any specific internet user.<\/jats:p><\/jats:sec>","DOI":"10.1108\/03684921111117997","type":"journal-article","created":{"date-parts":[[2011,5,21]],"date-time":"2011-05-21T08:20:55Z","timestamp":1305966055000},"page":"182-199","source":"Crossref","is-referenced-by-count":6,"title":["A mixture model to estimate customer value for e\u2010services"],"prefix":"10.1108","volume":"40","author":[{"given":"Wei\u2010Lun","family":"Chang","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Yu\u2010Ting","family":"Hong","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022012219470334000_b1","doi-asserted-by":"crossref","unstructured":"Berger, P.D. and Nada, I.N. (1998), \u201cCustomer lifetime value: marketing models and applications\u201d, Journal of Interactive Marketing, Vol. 12 No. 1, pp. 17\u201030.","DOI":"10.1002\/(SICI)1520-6653(199824)12:1<17::AID-DIR3>3.0.CO;2-K"},{"key":"key2022012219470334000_b2","doi-asserted-by":"crossref","unstructured":"Berger, P.D., Eechambadi, N., George, M., Lehmann, D.R., Rizley, R. and Venkatesan, R. (2006), \u201cFrom customer lifetime value to shareholder value: theory, empirical evidence, and issues for future research\u201d, Journal of Service Research, Vol. 9 No. 2, pp. 156\u201067.","DOI":"10.1177\/1094670506293569"},{"key":"key2022012219470334000_b3","doi-asserted-by":"crossref","unstructured":"Brown, T.J., Churchill, G.A. Jr and Peter, J.P. (1993), \u201cImproving the measurement of service quality\u201d, Journal of Retailing, Vol. 69, pp. 127\u201039.","DOI":"10.1016\/S0022-4359(05)80006-5"},{"key":"key2022012219470334000_b4","doi-asserted-by":"crossref","unstructured":"Chiu, H.C. and Lin, N.P. (2004), \u201cA service quality measurement derived from the theory of needs\u201d, The Service Industries Journal, Vol. 24 No. 1, pp. 187\u2010204.","DOI":"10.1080\/02642060412331301202"},{"key":"key2022012219470334000_b5","doi-asserted-by":"crossref","unstructured":"Cronin, J.J. and Taylor, S.A. (1992), \u201cMeasuring service quality: a re\u2010examination and extension\u201d, Journal of Marketing, Vol. 56, pp. 55\u201068.","DOI":"10.1177\/002224299205600304"},{"key":"key2022012219470334000_b6","doi-asserted-by":"crossref","unstructured":"Dwyer, F.R. (1989), \u201cCustomer lifetime profitability to support marketing decision making\u201d, Journal of Direct Marketing, Vol. 3 No. 4, pp. 8\u201015.","DOI":"10.1002\/dir.4000030404"},{"key":"key2022012219470334000_b7","unstructured":"Hillier, F.S. and Lieberman, G.J. (2002), Introduction to Operations Research, McGraw\u2010Hill Education, New York, NY."},{"key":"key2022012219470334000_b8","unstructured":"Kotler, P. and Armstrong, G. (1996), Principle of Marketing, 7th ed., Prentice\u2010Hall, Englewood Cliffs, NJ."},{"key":"key2022012219470334000_b9","doi-asserted-by":"crossref","unstructured":"Liu, B.S., Sudharshan, D. and Hamer, L.O. (2000), \u201cAfter\u2010service response in service quality assessment: a real\u2010time updating model approach\u201d, Journal of Service Marketing, Vol. 14 No. 2, pp. 160\u201077.","DOI":"10.1108\/08876040010321000"},{"key":"key2022012219470334000_b10","unstructured":"Lovelock, C., Wirtz, J. and Keh, H.T. (2003), Services Marketing in Asia: Managing People, Technology and Strategy, 1st ed., Prentice\u2010Hall, Englewood Cliff, NJ."},{"key":"key2022012219470334000_b11","unstructured":"Mittal, V., Sarkees, M. and Murshed, F. (2008), \u201cThe right way to manage unprofitable customers\u201d, Harvard Business Review, Vol. 86 No. 4, pp. 94\u2010102."},{"key":"key2022012219470334000_b12","doi-asserted-by":"crossref","unstructured":"Mulhern, F.J. (1999), \u201cCustomer profitability analysis: measurement, concentration, and research directions\u201d, Journal of Interactive Marketing, Vol. 13 No. 1, pp. 25\u201040.","DOI":"10.1002\/(SICI)1520-6653(199924)13:1<25::AID-DIR3>3.0.CO;2-L"},{"key":"key2022012219470334000_b13","doi-asserted-by":"crossref","unstructured":"Nadeem, M. (2006), \u201cHow leadership results in return on customer, and customer lifetime value\u201d, The Business Review, Cambridge, Vol. 6 No. 1, pp. 218\u201024.","DOI":"10.2139\/ssrn.3019617"},{"key":"key2022012219470334000_b14","doi-asserted-by":"crossref","unstructured":"Parasuraman, A. and Grewal, D. (2000), \u201cThe impact of technology on the quality\u2010value\u2010loyalty chain: a research agenda\u201d, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 168\u201074.","DOI":"10.1177\/0092070300281015"},{"key":"key2022012219470334000_b15","doi-asserted-by":"crossref","unstructured":"Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), \u201cA conceptual model of service quality and its implications for future research\u201d, Journal of Marketing, Vol. 29, pp. 41\u201050.","DOI":"10.1177\/002224298504900403"},{"key":"key2022012219470334000_b16","unstructured":"Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), \u201cSERVQUAL: a multiple\u2010item scale for measuring customer perceptions of service quality\u201d, Journal of Retailing, Vol. 64 No. 1, pp. 12\u201040."},{"key":"key2022012219470334000_b23","doi-asserted-by":"crossref","unstructured":"Reinartz, W. and Kumar, V. (2000), \u201cOn the profitability of long lifetime customers: an empirical investigation and implications for marketing\u201d, Journal of Marketing, Vol. 64, pp. 17\u201032.","DOI":"10.1509\/jmkg.64.4.17.18077"},{"key":"key2022012219470334000_b17","doi-asserted-by":"crossref","unstructured":"Regan, W.J. (1963), \u201cThe service revolution\u201d, Journal of Marketing, Vol. 47, pp. 57\u201062.","DOI":"10.1177\/002224296302700312"},{"key":"key2022012219470334000_b18","doi-asserted-by":"crossref","unstructured":"Scupola, A. (2008), \u201cE\u2010services: definition, characteristics and taxonomy\u201d, Journal of Electronic Commerce in Organizations, Vol. 6 No. 2, pp. 1\u20104.","DOI":"10.4018\/jeco.2008040105"},{"key":"key2022012219470334000_b19","doi-asserted-by":"crossref","unstructured":"Tung, W.F. and Yuan, S.T. (2008), \u201cA service design framework for value co\u2010production: insight from mutualism perspective\u201d, Kybernetes, Vol. 37 No. 2, pp. 226\u201040.","DOI":"10.1108\/03684920810851131"},{"key":"key2022012219470334000_b20","doi-asserted-by":"crossref","unstructured":"Zeithaml, V.A. (1988), \u201cConsumer perceptions of price, quality and value: a means\u2010end model and synthesis of evidence\u201d, Journal of Marketing, Vol. 52, pp. 2\u201022.","DOI":"10.1177\/002224298805200302"},{"key":"key2022012219470334000_b22","unstructured":"Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), \u201cA conceptual framework for understanding e\u2010service quality: implications for future research and managerial practice\u201d, MSI Working Paper, Report No. 00\u2010115, Marketing Science Institute, Cambridge, MA."},{"key":"key2022012219470334000_b21","doi-asserted-by":"crossref","unstructured":"Zeithaml, V.A., Parasuraman, A. and Malhorta, A. (2002), \u201cService quality delivery through web sites: a critical review of extant knowledge\u201d, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362\u201075.","DOI":"10.1177\/009207002236911"}],"container-title":["Kybernetes"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/03684921111117997","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/03684921111117997\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/03684921111117997\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:27:09Z","timestamp":1753399629000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/k\/article\/40\/1-2\/182-199\/273479"}},"subtitle":[],"editor":[{"given":"Martin","family":"Smith","sequence":"first","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]}],"short-title":[],"issued":{"date-parts":[[2011,3,15]]},"references-count":23,"journal-issue":{"issue":"1\/2","published-print":{"date-parts":[[2011,3,15]]}},"alternative-id":["10.1108\/03684921111117997"],"URL":"https:\/\/doi.org\/10.1108\/03684921111117997","relation":{},"ISSN":["0368-492X"],"issn-type":[{"type":"print","value":"0368-492X"}],"subject":[],"published":{"date-parts":[[2011,3,15]]}}}