Journal ArticleDOI
Customer value: The next source for competitive advantage
Reads0
Chats0
TLDR
In this article, the authors present frameworks for thinking about customer value, customer value learning, and related skills that managers will need to create and implement superior customer value strategies in the next decade and beyond.Abstract:
Driven by more demanding customers, global competition, and slow-growth economies and industries, many organizations search for new ways to achieve and retain a competitive advantage. Past attempts have largely looked internally within the organization for improvement, such as reflected by quality management, reengineering, downsizing, and restructuring. The next major source for competitive advantage likely will come from more outward orientation toward customers, as indicated by the many calls for organizations to compete on superior customer value delivery. Although the reasons for these calls are sound, what are the implications for managing organizations in the next decade and beyond? This article addresses this question. It presents frameworks for thinking about customer value, customer value learning, and the related skills that managers will need to create and implement superior customer value strategies.read more
Citations
More filters
Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TL;DR: In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.
Journal ArticleDOI
Consumer perceived value: The development of a multiple item scale
TL;DR: In this article, the authors developed a 19-item measure, PERVAL, that can be used to assess customers' perceptions of the value of a consumer durable good at a brand level.
Journal ArticleDOI
Consumer Trust, Value, and Loyalty in Relational Exchanges:
TL;DR: In this paper, the authors developed a framework for understanding the behaviors and practices of service providers that build or deplete consumer trust and the mechanisms that convert consumer trust into value and loyalty in relational exchanges.
Journal ArticleDOI
Managing the co-creation of value
TL;DR: In this paper, the authors explore the nature of value co-creation in the context of service-dominant (S-D) logic and develop a conceptual framework for understanding and managing value cocreation.
Journal ArticleDOI
The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
TL;DR: In this article, the authors propose a comprehensive store choice model that includes three types of store environment cues (social, design, and ambient) as exogenous constructs, various store choice criteria (including shopping experience costs that heretofore have not been included in store choice models) as mediating constructs, and store patronage intentions as the endogenous construct.
References
More filters
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
TL;DR: In this paper, evidence from past research and insights from an exploratory investigation are combined in a conceptual model that defines and relates price, perceived quality, and perceived value for a product.
Journal ArticleDOI
The Effect of a Market Orientation on Business Profitability
John C. Narver,Stanley F. Slater +1 more
TL;DR: In this paper, the authors have been observing for more than three decades that business performance is affected by market orientation, yet to date there has been no valid measure of market orientation.
Journal ArticleDOI
Market orientation: Antecedents and consequences
TL;DR: In this paper, the authors address three questions: (1) Why are some organizations more market-oriented than others? (2) What effect does a market orientation have on employees and business performance? (3) D...
Journal ArticleDOI
Developing Buyer-Seller Relationships:
TL;DR: For example, this paper pointed out that most of the research and too many of the marketing strategies treat buyer-seller exchange as a primary concern. But, they also pointed out, "too much research and practice have focused persistently on exchange between buyers and sellers".
Related Papers (5)
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence:
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more