Customer Value from a customer perspective : A comprehensive review
Series
Forum Dienstleistungsmanagement
ISBN
978-3-658-02140-5
Type
book section
Date Issued
2014
Author(s)
Abstract (De)
The study of customer value (CV) is becoming significantly more important, both in re-search and in practice (DeSarbo et al. 2010). For example, the American Marketing As-sociation recently revised its definition of "marketing" to encompass the notion of cus-tomer value, and there have been important discussions in the literature about the dominant logic in the field and over the central role customer value plays (Vargo and Lusch 2004; American Marketing Association 2006; Flint et al. 2011). Identifying and creating CV is regarded as an essential prerequisite for long-term company survival and success (Porter 1996; Woodruff 1997; Huber et al. 2001; Payne and Holt 2001). Under-standing the way customers judge and value a service or product is crucial to achieving a competitive advantage. Scientists and practitioners have recognized the power of the CV concept in identifying value for customers and managing customer behavior (Johnson et al. 2006; Kothari and Lackner 2006; Setijono and Dahlgaard 2007). The goal of CV re-search is to describe, analyze, and make empirically measurable the value that compa-nies create for their customers and to link these insights to further marketing constructs. Recently, the research has also begun to link CV with concepts such as customer lifetime value (CLV) or customer equity in order to assess the return on marketing actions and the financial impact of CV on the company.
Language
German
Keywords
Customer value
Perceived customer value
Desired customer value
customer behaviour
Customer lifetime value
customer satisfaction
quality
value dimensions
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
No
Book title
Service Value als Werttreiber - Konzepte, Messung und Steuerung
Publisher
Springer Gabler
Publisher place
Wiesbaden
Start page
59
End page
87
Pages
29
Subject(s)
Division(s)
Eprints ID
227922