Capturing value creation in business relationships: A customer perspective

Ulaga, Wolfgang

doi:10.1016/j.indmarman.2003.06.008

Cited by 493 publications

(557 citation statements)

References 42 publications

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“…On the other hand, relationship outputs (performance, justice) represent another bonding dimension which makes business partners want to stay in a relationship. More recently, this voluntary dimension is investigated as relationship value (Corsaro & Snehota, 2010;Ulaga, 2003;.…”

Section: The Emergence Of Two Bonding Dimensions In Buyer-seller Relamentioning

confidence: 99%

The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences

Geiger

Durand

Saab³

et al. 2012

Industrial Marketing Management

120

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Section: The Emergence Of Two Bonding Dimensions In Buyer-seller Relamentioning

confidence: 99%

The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences

Geiger

Durand

Saab³

et al. 2012

Industrial Marketing Management

120

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“…Sweeney & Soutar (2001) divided experiential value into affection, society, price and quality. Ulaga (2003) suggested that experiential value includes affection, function and dynamics. Yang, Wu & Wang (2009) classified experiential value into utilitarian value and hedonic value.…”

Section: Experiential Valuementioning

confidence: 99%

Construction and Comparison of Relationship Models of Urban Tourism Development

Wu¹

2015

IJMS

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Tourism image and innovation marketing of cities are critical in tourism strategy and urban development since they demonstrate the regional characteristics and images. By image promotion and innovation marketing, we can construct tourists' attitude and influence their comments and travel intention in the regions. This study focuses on Taipei, Taichung, and Kaohsiung in Taiwan and explores the effects of tourism image and innovation marketing strategy of cities on tourists' experiential value, satisfaction and loyalty in different regions and the difference of intensity in order to explore the characteristics of the cities.According to investigation by 750 questionnaires, tourism image and innovation marketing of Taipei, Taichung, and Kaohsiung have significantly different effects on tourists' experiential effect. It shows the difference of different cities. In addition, (1) tourism image of three cities significantly and positively influences experiential value; (2) experiential value of three cities significantly and positively influences satisfaction; (3) satisfaction with three cities significantly and positively influences loyalty; (4) innovation marketing strategy of Taipei and Taichung significantly and positively influences experiential value, except for Kaohsiung; (5) tourism image of Taichung significantly and positively influences loyalty, except for the other two cities. The findings can serve as reference for decision making of urban development and operational strategy of the cities.

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“…In business and services marketing, the customer value construct has emerged as a major key determinant of customer relationships (Agustín and Singh, 2005;Nijssen, Singh, Sirdeshmukh, and Holzmüller, 2003;Ulaga, 2003). Researchers such as Anderson and Narus (2004), Kumar and Grisaffe (2004), Ravald and Grönroos (1996), Ulaga and Eggert (2006), Woodruff (1997), andZeithaml (1988) define customer value as the outcome of an evaluation in which the customer weighs a relationship's perceived benefits against the sacrifices.…”

Section: Customer Valuementioning

confidence: 99%

“Let’s Wait and See!” The Real Option to Switch as a New Element of Customer Value

Henseler

Roemer

2013

Schmalenbach Bus Rev

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We suggest that a customer's option to switch suppliers, and to wait and see before switching, adds to customer value in uncertain markets, and affects the customer's switching behavior. We use a real options model to examine the value of this option and conduct sensitivity analyses based on data collected from the german public health insurance market to support our argument. We elaborate on the customer value construct and show how it contributes to customers' behavioral loyalty. We also provide guidelines for managers of in-suppliers and out-suppliers on how to use the value of customers' option to switch, e.g., for pricing decisions and management of customer churn.Jel Classification: m31.

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Capturing value creation in business relationships: A customer perspective

Cited by 493 publications

References 42 publications

The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences

The bonding effects of relationship value and switching costs in industrial buyer–seller relationships: An investigation into role differences

Construction and Comparison of Relationship Models of Urban Tourism Development

“Let’s Wait and See!” The Real Option to Switch as a New Element of Customer Value

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