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V. Zeithaml, “A Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, 2000, pp. 67-85. doi:10.1177/0092070300281007

has been cited by the following article:

• TITLE: The Empirical Research of Factors Influencing Share of Wallet in the B2B Market

  AUTHORS: Aiwu Cheng, Lei Han, Cheng Cao

  KEYWORDS: Share of Wallet, CRM, Customer Satisfaction, Customer Loyalty, CLV

  JOURNAL NAME: Journal of Service Science and Management, Vol.4 No.2, June 16, 2011

  ABSTRACT: Share of wallet is a key factor in Customer relationship management system (CRM) which is an important application of E-business. Research has found that share of wallet is an important indicator to measure customer loyalty and cus-tomer potential value. On the basis of the existent marketing literatures, this study analyzes the variables influencing share of wallet according the traits of the B2B market. This paper brings forward interrelated hypotheses and concep-tual model，then test the hypotheses with enterprises survey in the B2B market. Finally we use path analysis to find the principal factors influencing share of wallet and the relationships in them. The results of this research provide theo-retical foundation to upgrade CRM management level of the B2B enterprises, and there is a certain reference value to predict share of wallet in customer lifetime value’s (CLV) measurement.