Customer Value Analysis in Financial Services
Series
Working Papers on Risk Management and Insurance
Type
working paper
Date Issued
2007
Author(s)
Abstract
This study investigates what creates value for customers and how providers can improve value for their customers. A comprehensive analytical model with a four-step approach is presented and applied in the field of financial services. In a first step, the main customer value drivers are identified and five value dimensions are derived, based on qualitative interviews with customers. These results are then compared to value assumptions made by customer-contact employees, and the gaps between customer and employee perceptions are analyzed. Subsequently, implications for CV management are derived and finally implications of findings for service marketing practice and research are discussed.
Language
English
Keywords
Customer Value
HSG Classification
contribution to scientific community
Refereed
No
Number
72
Subject(s)
Division(s)
Eprints ID
35073