Developing an integrated vision of customer value

Martelo-Landroguez, Silvia; Castro, Carmen Barroso; Cepeda‐Carrión, Gabriel

doi:10.1108/08876041311330726

Cited by 57 publications

(34 citation statements)

References 84 publications

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“…Measuring customer perceived value is essential in assessing current services and for the development of further ones, because customer segments may have different motives to use services and thus perceive different value in them [2]. Customer value is regarded as a critical strategic tool to attract and retain customers [3].…”

Section: Introductionmentioning

confidence: 99%

The Relationship among Perceived Value, User Satisfaction, Brand Trust, and Loyalty in Mobile Phone Context

Oh¹,

Kihan²,

Park³

2016

IJUNESST

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Section: Introductionmentioning

confidence: 99%

The Relationship among Perceived Value, User Satisfaction, Brand Trust, and Loyalty in Mobile Phone Context

Oh¹,

Kihan²,

Park³

2016

IJUNESST

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“…2. For customers, innovation leads to increases of customer's valuation of the benefits of consumption (Landroguez et al 2013 Priem (2007) states that the consumer either (Priem 2007): (a) will be willing to pay for a novel benefit, (b) will be willing to pay more for something perceived to be better, or (c) will choose to receive a previously available benefit at a lower unit cost, which often results in a greater volume purchased. Walters and Lancaster (1999) suggest that the value proposition as a result of considering "value chain alternatives" may strengthen the organization's competitive positioning.…”

Section: 1mentioning

confidence: 98%

Building Innovative Competitive Advantage in the Minds of Customers

Dirsehan

2015

Adoption of Innovation

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The paradigm shifts of innovation and marketing in prior years have shown that these shifts arrive at a common point: competitive advantage. From the customers' point of view, we recognize that brand associations are structured as a network in their minds and that customers distinguish among brands according to their competitive advantages. Therefore, a brand has innovative competitive advantage if it has strong favorable innovations associated with it in the minds of customers. These associations are created by innovating value that is strategically managed by marketers. Based on these concepts, the purpose of this study is to propose a conceptual model on innovative competitive advantage as a result of a detailed literature survey and a synthesis thereof. In addition, a pilot study follows the steps of brand concept mapping methodology, which enables us to represent brand image as a network of associations. It aims to demonstrate the practical application of brand innovativeness maps.

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“…Customer value (CV) can be viewed as two related but opposing perspectives (Martelo Landroguez et al, 2013). From the retailer's assessment, CV is a useful starting point in determining the economic impact of customer relationships.…”

Section: Online Customer Valuementioning

confidence: 99%

An examination of the online service-profit chain

Bressolles

Durrieu

Deans

2015

International Journal of Retail &Amp; Distribution Management

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Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries. Practical implications – From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability. Originality/value – This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

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Developing an integrated vision of customer value

Cited by 57 publications

References 84 publications

The Relationship among Perceived Value, User Satisfaction, Brand Trust, and Loyalty in Mobile Phone Context

The Relationship among Perceived Value, User Satisfaction, Brand Trust, and Loyalty in Mobile Phone Context

Building Innovative Competitive Advantage in the Minds of Customers

An examination of the online service-profit chain

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