Creating Value that Cannot Be Copied

Haar, J.W. van der; Kemp, Ron; Omta, S.W.F.

doi:10.1016/s0019-8501(99)00128-5

Cited by 75 publications

(32 citation statements)

References 10 publications

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“…According to Sánchez and Iniesta (2006), the complexity of this concept arises from its ambiguous interpretations (Khalifa, 2004;Van der Haar et al, 2001), its abstract sense (Dodds et al, 1991;Patterson and Spreng, 1997) and from variations in the perception of value by customers (Huber et al, 2001;Sinha and DeSarbo, 1998;Slater, 1997), within the same person (Chen and Dubinsky, 2003;Parasuraman, 1997) and in different situations (Holbrook, 1994(Holbrook, , 1999Lapierre, 2000;Woodruff, 1997).…”

Section: Difficulty Of Defining Perceived Valuementioning

confidence: 99%

“…4) There are different opinions on the circumstances in which a customer thinks about value. Some authors have studied value in the context before the purchase (Chen and Dubinsky, 2003;Monroe, 1990), during the purchase (Holbrook, 1999;Huber et al, 2001;McDougall and Levesque, 2000;Ulaga and Chacour, 2001) or at different times during the purchase decision process (Van der Haar et al, 2001;Woodruff, 1997). This phenomenon reflects the dynamic nature of the concept (Sánchez and Iniesta, 2006).…”

Section: Convergences and Divergences In The Definitions Of Perceivedmentioning

confidence: 99%

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Developing an integrated vision of customer value

Martelo-Landroguez

Castro

Cepeda‐Carrión

2013

Journal of Services Marketing

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Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer ' s point of view and customer value from the firm ' s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelated.

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Section: Difficulty Of Defining Perceived Valuementioning

confidence: 99%

Section: Convergences and Divergences In The Definitions Of Perceivedmentioning

confidence: 99%

Developing an integrated vision of customer value

Martelo-Landroguez

Castro

Cepeda‐Carrión

2013

Journal of Services Marketing

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“…Answering this question, an increasing number of authors (e. g. Zeithaml 1988;Holbrook 1994;Lai 1995;Flint et al 1997;Woodruff 1997;Huber et al 2001;Van der Haar et al 2001;Flint et al 2002;Beverland and Lockshin 2003) use means-end theory as the theoretical foundation for their CV models. Means-end theory seeks to explain how an individual's choice of a product or service enables him/her to achieve his/her desired end states (Gutman 1982 and.…”

Section: Desired Customer Valuementioning

confidence: 99%

Customer value from a customer perspective: a comprehensive review

Graf

Maas

2008

Journal für Betriebswirtschaft

100

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The value concept is one of marketing theory's basic elements. Identifying and creating customer value (CV) -understood as value for customers -is regarded as an essential prerequisite for future company success. Nevertheless, not until quite recently has CV received much research attention. Ideas on how to conceptualize and link the concept to other constructs vary widely. The literature contains a multitude of different definitions, models, and measurement approaches. This article provides a broad overview, analysis, and critical evaluation of the different trends and approaches found to date in this research field, encompassing the development of perceived and desired customer value research, the relationships between the CV construct and other central marketing constructs, and the linkage between CV and the company interpretation of the value of the customer, like customer lifetime value (CLV). The article concludes by pointing out some of the challenges this field of research will face in the future.

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“…13 Basically, CV can be distinguished by its various levels of abstraction. 14,15 At the fi rst-order level, perceived customer value (PCV) focuses on the concrete attributes of products and services. This level is characterised by the trade-off between the benefi ts and costs of a product and / or service, which the customer perceives during the purchasing decision and usage phase.…”

Section: Understandingmentioning

confidence: 99%