Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link

Floh, Arne; Zauner, Alexander; Koller, Monika; Rusch, Thomas

doi:10.1016/j.jbusres.2013.08.003

Cited by 95 publications

(90 citation statements)

References 36 publications

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“…For instance, Floh et al [41] adopted a multi-dimensional conceptualization of value that includes functional, economic, emotional, and social value. Traditionally, valuations have included product or service attributes, pricing, and elements of the delivery process [42], emphasizing the functional and economic aspects of value, while the multi-dimensional approach overcomes traditional approaches' over-concentration on economic value [43].…”

Section: Customer-perceived Valuementioning

confidence: 99%

R&D Project Selection Incorporating Customer-Perceived Value and Technology Potential: The Case of the Automobile Industry

et al. 2017

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Abstract:As user-centric innovation has recently emerged as a successful way of developing new products, services, and concepts, it is worth considering the perspectives of potential technology users during R&D project selection processes. Nevertheless, little effort has been made to reflect customer-perceived value in establishing selection criteria, with the focus mainly on technological potential instead. Therefore, this study aims to develop an R&D project selection model incorporating not only technological potential but also customer-perceived value. For this purpose, a new R&D project evaluation model and process is proposed, and its feasibility is tested by potential users in a real scenario. The automobile industry is suitable for our evaluation model because it is a B2C and system-based industry where customer needs are critical to market success and a number of R&D projects are proposed every year. Finally, a supporting tool is developed to help interact with various evaluators and visualize the evaluation results, as customer involvement is recommended for accurate project evaluation from the perspective of technology users. This study is one of the earliest attempts to reflect customer-perceived value in R&D project selection, and practically, the research outputs are expected to be useful to automobile manufacturers in creating value from R&D projects.

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Section: Customer-perceived Valuementioning

confidence: 99%

R&D Project Selection Incorporating Customer-Perceived Value and Technology Potential: The Case of the Automobile Industry

et al. 2017

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“…Numerous studies have identified customer loyalty as a key outcome (Chang & Tseng, 2013;Chen & Hu, 2010;Floh, Zauner, Koller, & Rusch, 2013;Fornell et al, 1996;Song et al, 2014;Walsh et al, 2014). Customer loyalty has been defined as revisit or repurchase intention (Chang & Tseng, 2013;Floh et al, 2013;Song et al, 2014), word-of-mouth and preference (Chen & Hu, 2010;Cronin, Brady, & Hult, 2000;Fornell et al, 1996;Lee et al, 2008), and experience extension (Dong & Siu, 2013).…”

Section: Perceived Value and Loyaltymentioning

confidence: 99%

“…Customer loyalty has been defined as revisit or repurchase intention (Chang & Tseng, 2013;Floh et al, 2013;Song et al, 2014), word-of-mouth and preference (Chen & Hu, 2010;Cronin, Brady, & Hult, 2000;Fornell et al, 1996;Lee et al, 2008), and experience extension (Dong & Siu, 2013). Locals can be service providers or mere observers of music festivals and are actively or passively immersed in the festival environment.…”

Section: Perceived Value and Loyaltymentioning

confidence: 99%

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Investigating the Role of Government Policy and the Environment on Locals’ Loyalty to Spring Music Festivals

Lee

Liu

Chung

et al. 2015

CMR

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This paper explores the importance of government policy and the environment in determining locals' perceived value of and loyalty to festivals. Although past studies have analyzed attendee loyalty, little research has examined the perspectives of local businesses and residents. Locals with unsatisfactory experiences can hinder festivals from being held. This study applied a structural equation model (SEM) approach to investigate the responses of locals to spring music festivals in southern Taiwan. The results indicated that both government policy and the environment affected perceived value, which consequently influenced loyalty. Implications are drawn for government policy support, festival management, and tourism.

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“…This is why some research remarks that to give an answer to this puzzle an additional variable must be taken into account: market heterogeneity. Some authors propose the importance of studying the differences between consumers due to their heterogeneous behaviour patterns (Floh et al, 2014). Hence, differences at the demographic, socioeconomic and psychographic level between customers influence their expectations and behaviours (Mittal and Kamakura, 2001;Castro et al, 2007).…”

Section: Introductionmentioning

confidence: 99%

The influence of market heterogeneity on customer loyalty: a multigroup analysis

Picón-Berjoyo

Ruiz-Moreno

Castro

2015

Proceedings of the 2nd International Symposium on Partial Least Squares Path Modeling: The Conference for PLS Users

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Loyalty is configured as one of the main determinants of firm performance. Many works have proposed models that analyze the relationship between loyalty and its main determinants: the customer perceived value (PV), their level of satisfaction and their perceived switching costs (PSC). Thus, the aim of this study is to validate a model that gathers the relationships between these variables and analyze the influence of customer characteristics -propensity towards switching and customer involvement-on these relationships in the insurance industry. The results show that (a) for the whole sample, perceived value, satisfactions and switching costs are set as antecedents of loyalty; (b) however, for customers with high tendency to switch, the path to a loyalty behavior is only mediated by the influence of their perceived value in their satisfaction; and finally (c) for these individuals, the strength of the relationship between satisfaction and loyalty is lower than customers with low tendency to switch.

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Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link

Cited by 95 publications

References 36 publications

R&D Project Selection Incorporating Customer-Perceived Value and Technology Potential: The Case of the Automobile Industry

R&D Project Selection Incorporating Customer-Perceived Value and Technology Potential: The Case of the Automobile Industry

Investigating the Role of Government Policy and the Environment on Locals’ Loyalty to Spring Music Festivals

The influence of market heterogeneity on customer loyalty: a multigroup analysis

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