The purpose of this article is to present a systematic review of the extensive research that has been conducted on the conceptualization of perceived value. The major conclusions of the present study are: (i) that both uni-dimensional and multi-dimensional models of value have their roles to play in providing simplified (uni-dimensional) and complex (multi-dimensional) understandings of the concept; (ii) that the nature of perceived value is complex and multi-dimensional; (iii) that the concept of perceived value implies an interaction between a consumer and a product; (iv) that value is relative by virtue of its comparative, personal, and situational nature; and (v) that value is preferential, perceptual, and cognitive-affective in nature. By organizing and synthesizing the major research streams and the individual studies within them, the present study thus provides a comprehensive framework for future studies of the dimensionality of perceived value.

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Consumer value has been widely recognised as a key factor in organisational management, marketing strategy and consumer behaviour. However, because of the scattered and non-conclusive pattern of research on this concept, no single conceptualisation or measurement has won universal acceptance. The present paper develops an approach to understanding and measuring consumer value in a service context. The psychometric properties of the resulting indices support the multidimensional structure of the value concept. Hence, through both theoretical and managerial implications, this study suggests directions for further empirical research on this important topic.

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PurposeThis paper seeks to examine the relationship between service quality and behavioural purchase intentions in the public‐sector transport industry in Spain.Design/methodology/approachThe study first identifies five distinctive research streams in service quality. An empirical analysis is then carried out in which the SERVPERF scale is adapted to the study of service quality in the public‐sector transport industry. The study then examines the relationship between service quality and purchase intention using an aggregated ordered logit model.FindingsThe findings confirm a relationship between the five dimensions of service quality and purchase intentions.Originality/valueThe study provides a useful guide to research into service quality by identifying five distinctive streams of research on the field. The study also contributes from a methodological perspective by offering a measurement scale for service quality in the public‐sector transport industry. Finally, the study contributes to studies of perceived service quality by providing an aggregated ordered logit model, and by confirming the link between service quality and behavioural intention in a public‐sector context.

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