The Nature of Customer Value: An Axiology of Services in the Consumption Experience

Holbrook, Morris B.

doi:10.4135/9781452229102.n2

Cited by 980 publications

(1,013 citation statements)

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“…Value is perceived when the benefits are considered greater than the sacrifices (Andersson & Narus, 1998;Butz & Goodstein, 1996;Zeithaml, 1988). As the concept of perceived value is considered to be the consumer's subjective overall assessment o f u ti l i ty , i t s h o u l d b e c o n c e i v e d of a s a construct consisting of several interrelated dimensions (e.g., Babin et al, 1994;Holbrook, 1994;Huber et al, 2000;Mattsson, 1991;Sheth et al, 1991;Sweeney & Soutar, 2001). …”

Section: The Concept Of Pivmentioning

confidence: 99%

Development and validation of the Perceived Investment Value (PIV) scale

Puustinen¹,

Maas²,

Karjaluoto³

2013

Journal of Economic Psychology

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Section: The Concept Of Pivmentioning

confidence: 99%

Development and validation of the Perceived Investment Value (PIV) scale

Puustinen¹,

Maas²,

Karjaluoto³

2013

Journal of Economic Psychology

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“…Perceived value has been known as a difficult concept to define and measure (Holbrook, 1994;Woodruff, 1997;Zeithaml, 1988;Lee, 2010a). The majority of studies define perceived value as a trade-off between the benefits and sacrifices (Zeithaml, 1988).…”

Section: Perceived Valuementioning

confidence: 99%

Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

Lee¹

2013

ASS

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This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyalty. In addition, service quality positively influences customer satisfaction. Hence, customers with high perceived service quality and satisfaction also have strong loyalty. Furthermore, the study verifies the fact that moderating variables positively influence the relationships among the aforementioned factors. Among customers with a high level of perceived value, the effect of service quality on customer satisfaction increases. In addition, when customers' perception of reasonable price increases, the impact of service quality on customer satisfaction increases as well. Finally, the study shows that as perceived switching cost increases, the relationship between satisfaction and customer loyalty strengthens.

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“…Customer perceived value can be defined as the result of the personal comparison between perceived overall benefits and the perceived sacrifices or costs paid by the customer (Ryu et al, 2012). Holbrook (1994) enlarged the traditional conceptualization of experiential value to incorporate three spheres:…”

Section: Perceived Value Customer Compliant and Customer Loyaltymentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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This research proposes a comprehensive model that investigates the relationships between service quality, hedonic, perceived value and behavioral intentions. The purpose of this study is to build a better understanding of the determinants of customer satisfaction and customer loyalty throughout the restaurant services by incorporating the perceptions of hedonic effect in service delivery and outlining why and how service quality is important to customer satisfaction and customer loyalty. Respondents were chosen from three regular customers of Atawich chain restaurants in city of Tehran by using stratified random sampling method. A total of 390 questionnaires were used for data analysis. Structural equations modeling by using LISREL was performed to empirically test the relationships between the constructs of this study. Results show that both service quality and hedonic effect are importance predictors of customer satisfaction in Iranian society. In addition, results indicate that service quality and hedonic effect have positive and significant effects on perceived value. However, relationship between customer satisfaction and perceived value with attitudinal loyalty was not significant. Finally, it suggests that restaurant managers should improve their restaurant service offerings to satisfy customers. In addition, the results emphasize the significance of hedonic effect and positive emotions in creating perceived value and customer satisfaction.

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The Nature of Customer Value: An Axiology of Services in the Consumption Experience

Cited by 980 publications

References 0 publications

Development and validation of the Perceived Investment Value (PIV) scale

Development and validation of the Perceived Investment Value (PIV) scale

Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

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