2015
DOI: 10.1108/jsm-09-2014-0311
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Value creation: an internal customers’ perspective

Abstract: Practitioners and researchers have paid significant attention to understanding and delivering on the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value co-creation process (i.e. external customers' perception) but very little about other stakeholder perspectives, in particular, internal customers' perspectives of the value co-creation process. Method: This paper draws on the works of Edvardsson et al. (2011), Giddens (1984), Sweeney and Soutar (20… Show more

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Cited by 47 publications
(32 citation statements)
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“…Perceived value is defined as the overall assessment of goods and advantages associated with products and services [39]. Past research has stated that perceived value can be obtained from four factors namely economic, functional, emotional and social utility [40]. Moreover, according to [41][42], perceived value can also be considered as a factor to build long-term relationship within customer and industry.…”
Section: Perceived Valuementioning
confidence: 99%
“…Perceived value is defined as the overall assessment of goods and advantages associated with products and services [39]. Past research has stated that perceived value can be obtained from four factors namely economic, functional, emotional and social utility [40]. Moreover, according to [41][42], perceived value can also be considered as a factor to build long-term relationship within customer and industry.…”
Section: Perceived Valuementioning
confidence: 99%
“…Customer perceived value varies with the place of purchase (consumption) and time of purchase (consumption). In general, customer perceived value includes four aspects: economic (e.g., price), functional (e.g., quality or performance), emotional (e.g., feelings and emotions), and social utility (e.g., self-concept) [47]. Hence, this study uses the definition of the multi-dimensional structure.…”
Section: Perceived Value Theorymentioning
confidence: 99%
“…Enterprises have different service output because of their different service resource and service ability. So, the service performance evaluation should put focus on the effect of service value creation from the perspective of enterprise (Grace and Iacono, 2015). And the evaluation index system of value creation ability should be constructed based on service value attributes.…”
Section: Ability Evaluation Of Product-service Value Creationmentioning
confidence: 99%