Customer value from a customer perspective: A comprehensive review

Journal fur Betriebswirtschaft

Volumn 58, Issue 1, 2008, Pages 1-20

  Graf, Albert ^a   Maas, Peter ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Consumer behaviour; Customer value; Desired customer value; Perceived customer value

Indexed keywords

EID: 40449105637     PISSN: 03449327     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11301-008-0032-8     Document Type: Review

References (114)

1. Agarwal S, Teas RK (2000) The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value. J Acad Mark Sci 28(2):278-290
2. Agarwal S, Teas RK (2001) Perceived value: Mediating role of perceived risk. J Mark Theor Pract 9(3):1-14
3. Alderson W (1957) Marketing behaviour and executive action: A functional approach to marketing theory. Richard D. Irwin Inc., Homewood, IL
4. Algesheimer R, Dholakia UM, Herrmann A (2005) The social influence of brand community: Evidence from european car clubs. J Mark 69(3):19-34
5. Allen NJ, Grisaffe DB (2001) Employee commitment to the organization and customer reactions mapping the linkages. Hum Resour Manag Rev 11(3):209-236
6. Al-Sabbahy HZ, Ekinci Y, Riley M (2004) An investigation of perceived value dimensions: Implications for hospitality research. J Travel Res 42(February):226-234
7. American Marketing Association (2006) Dictionary of marketing terms, http://www.marketingpower.com/mgdictionary.php. Abgerufen am 14.8.2006
8. Anderson JC, Jain DC, Chintagunta PK (1993) Customer value assessment in business markets. J Bus-to-Bus Mark 1(1):3-29
9. Anderson JC, Narus JA (1998) Business marketing: Understand what customers value. Harv Bus Rev (November) 76(6):53-65
10. Andreassen TW, Lindestad B (1998) Customer loyalty and complex services - the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. Int J Serv Ind Manag 9(1):7-23
11. Bagozzi RP (1992) The self regulation of attitudes, intentions and behavior. Soc Psychol Q 55:178-204
12. Bagozzi RP (1999) Goal setting and goal striving consumer behavior. J Mark 63(Special Issue):19-32
13. Ball D, Coelho PS, Machas A (2004) The role of communication and trust in explaining customer loyalty - an extension to the ECSI model. Eur J Mark 38(9/10):1272-1293
14. Berger PD, Eechambadi N, George M, Lehmann DR, Rizley R, Venkatesan R (2006) From customer lifetime value to shareholder value. J Serv Res 9(2):156-167
15. Beverland M, Lockshin L (2003) A longitudinal study of customers' desired value change in business-to-business markets. Ind Mark Manag 32(8):653-666
16. Blocker CP, Flint DJ (2007) Customer segments as moving targets: integrating customer value dimensions into segment instability logic. Ind Mark Manag 36:810-822
17. Bolton RN, Drew JH (1991) A multistage model of customers' assessments of services quality and value. J Consumer Res 17:375-384
18. Boulding W, Stealin R, Ehret M, Johnston WJ (2005) A customer relationship management roadmap: What is known, potential pitfalls, and where to go. J Mark 69(4):155-166
19. Cannon JP, Homburg C (2001) Buyer supplier relationships and customer firm costs. J Mark 65(1):29-43
20. Chen Z, Dubinsky AJ (2003) Conceptual model of perceived customer value in e-commerce: A preliminary investigation. Psychol Mark 20(4):323-347
21. Cleland AS, Bruno AV (1997) Building customer and shareholder value. Strategy Leadersh 25(3):22-28
22. Cronin Jr JJ, Brady MK, Brand RR, Hightower Jr R, Shemwell DJ (1997) A cross-sectional test of the effect and conceptualization of service value. J Serv Mark 11(6):375-391
23. Cronin Jr, JJ, Brady MK, Hult GTM (2000) Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. J Retailing 76(2):193-218
24. Cunningham LF, Young CE, Lee M, Ulaga W (2006) Customer perceptions of service dimensions: Cross-cultural analysis and perspective. Int Mark Rev 23(2):192-210
25. De Ruyter K, Wetzels M, Lemmink J, Mattsson J (1997) The dynamics of the service delivery process: A ompa-based approach. Int J Res Mark 14:231-243
26. DeSarbo WS, Jedidi K, Shina I (2001) Customer value analysis in a heterogeneous market. Strateg Manag J 22:845-857
27. Dodds WB, Monroe KB, Grewal D (1991) Effects of price, brand, and store information on buyers' product evaluations. J Mark Res 23:307-319
28. Durvasula S, Lysonski S, Mehta SC, Tang BP (2004) Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry. J Financial Serv Mark 8(4):314-326
29. Eggert A (2001) Die zwei Perspektiven des Kundenwerts: Darstellung und Versuch einer Integration. In: Günter B, Helm S, Kundenwert. Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
30. Eggert A, Ulaga W (2002) Customer perceived value: A substitute for satisfaction in business markets? J Bus Ind Mark 17(2/3):107-118
31. Eggert A, Ulaga W, Schultz F (2005) Value creation in the relationship life cycle: A quasi-longitudinal analysis. Ind Mark Manag 35:20-27
32. Fishbein M, Ajzen I (1975) Belief, attitude, intention and behavior: An introduction to theory and research. Addison-Wesley, Reading, MA
33. Flint DJ, Woodruff RB (2001) The initiators of changes in customer desired value - results from a theory building study. Ind Mark Manag 30:321-337
34. Flint DJ, Woodruff RB, Gardial SF (1997) Customer value change in industrial marketing relationships: A call for new strategies and research. Ind Mark Manag 26:163-175
35. Flint DJ, Woodruff RB, Gardial SF (2002) Exploring the phenomenon of customers' desired value change in a business-to-business context. J Mark 66:102-117
36. Gale BT (1994) Managing customer value: Creating quality and service that customer can see. The Free Press, New York, NY
37. Gilbert G, Veloutsou C (2006) A cross-industry comparison of customer satisfaction. J Serv Mark 20(5):298-308
38. Graf A (2007) Changing roles of customers: Consequences for HRM. Int J Serv Ind Manag 18(5):491-509
39. Grewal D, Monroe KB, Krishnan R (1998) The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, behavioral intentions. J Mark 62:46-59
40. Grönroos C (1990) Service management and marketing: Managing the moments of truth in service competition. Lexington Books, Lexington, MA
41. Grönroos C (1997) Value-driven relational marketing: From products to resources and competencies. J Mark Manag 13:407-419
42. Grönroos C (2004) The relationship marketing process: communication, interaction, dialogue, value. J Bus Ind Mark 19(2):99-113
43. Gupta S, Hanssens D, Hardie B, Kahn W, Kumar V, Lin N, Sriram NRS (2006) Modeling customer lifetime value. J Serv Res 9(2):139-155
44. Gupta S, Lehmann DR (2003) Customer as assets. J Interact Mark 17(1):9-24
45. Gupta S, Lehmann DR, Stuart JA (2004) Valuing customer. J Mark Res 41:7-18
46. Gupta S, Zeithaml V (2006) Customer metrics and their impact on financial performance. Mark Sci 25(6):718-739
47. Gutman J (1982) A means-end chain model based on consumer categorization processes. J Mark 46:60-72
48. Gutman J (1997) Means-end chains as goal hierarchies. Psychol Mark 14(6):45-60
49. Hinterhuber HH, Matzler K (2002) Kundenorientierte Unternehmensführung: Kundenorientierung, Kundenzufriedenheit, Kundenbindung. Gabler, Wiesbaden
50. Holbrook MB (1994) The nature of customer value. In: Rust RT, Oliver R (eds) Service quality: New directions in theory and practice. Sage Publications, Thousand Oaks, CA
51. Huber F, Herrmann A, Morgan RE (2001) Gaining competitive advantage through customer value oriented management. J Consumer Mark 18(1):41-53
52. Huber F, Herrmann A, Henneberg SC (2007) Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural ompareson. Int J Consumer Stud 31:554-564
53. Iyengar R, Ansari A, Gupta S (2007) A model of consumer learning for service quality and usage. J Mark Res 44:529-544
54. Johnson MD, Herrmann A, Huber F (2006) The evolution of loyalty intentions. Am Mark Assoc 70:122-132
55. Kashyap R, Bojanic DC (2000) A structural analysis of value, quality, and price perceptions of business and leisure travellers. J Travel Res 39:45-51
56. Kleijnen M, De Ruyter K, Wetzels M (2004) Consumer adoption of wireless services: Discovering the rules, while playing the game. J Interact Mark 18(2):51-61
57. Kothari A, Lackner J (2006) A value based approach to management. J Bus Ind Mark 21(4):243-249
58. Kotler P (1972) A generic concept of marketing. J Mark 36:46-54
59. Kotler P, Bliemel FW (2001) Marketing-Management: Analysen, Planung und Verwirklichung. 10. Aufl, Schäffer-Poeschel Verlag, Stuttgart
60. Krafft M, Rudolf M, Rudolf-Sipötz E (2005) Valuation of customers in growth companies - a scenario based model. Schmalenbach Bus Rev 57(2):103-127
61. Lai AW (1995) Consumer value, product benefits and customer value: A consumption behaviour approach. Adv Consum Res 22:381-388
62. Laitamäki J, Kordupleski R (1997) Building and developing profitable growth strategies based on the waterfall of customer value added. Eur Manag J 15(2):158-166
63. Lam SY, Shankar V, Erramilli MK, Murthy B (2004) Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. J Acad Mark Sci 32(3):293-311
64. Lapierre J (2000) Customer-perceived value in industrial contexts. J Bus Ind Mark 15(2/3):122-140
65. Liang C-J, Wang WH (2004) Attributes, benefits, customer satisfaction and behavioural loyalty - an integrative research of financial services industry in Taiwan. J Serv Res 4(1):57-91
66. Liljander V, Strandvik T (1995) The nature of customer relationships in services. Adv Serv Mark Manag 4:141-167
67. Liu AH, Leach MP, Bernhardt KL (2005) Examining customer value perceptions of organizational buyers when sourcing from multiple vendors. J Bus Res 58:559-568
68. Maas P, Graf A (2004) Leadership by customers? New roles of service companies' customers. Z Perso- nalforsch 18(3):329-345
69. Maas P, Graf A (2008) Customer value analysis in financial services. J Financ Serv Mark 13(1)
70. Matzler K (2000) Customer value management. Die Unternehmung 54(4):289-308
71. Monroe KB (1990) Pricing: Making profitable decisions, 2nd ed. Mc Graw-Hill, New York, NY
72. Monroe KB, Chapman JD (1987) Framing effects on buyers' subjective product evaluations. Adv Consum Res 14:193-197
73. Oh H (1999) Service quality, customer satisfaction, and customer value: a holistic perspective. Int J Hospitality Manag 18:67-82
74. Parasuraman A (2006) Modeling opportunities in service recovery and customer-managed interactions. Mark Sci 26(6):590-593
75. Patterson PG, Spreng RA (1997) Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination. Int J Serv Ind Manag 8(5):414-434
76. Payne A, Holt S (2001) Diagnosing customer value: Integrating the value process and relationship marketing. Br J Manag 12:159-182
77. Peter JP, Olson JC (1990) Consumer behaviour and marketing strategy, 2nd ed., Illinois
78. Pfeifer PE, Farris PW (2004) The elasticity of customer value to retention: The duration of a customer relationship. J Interact Mark 18(2):20-32
79. Porter ME (1996) What is strategy? Harv Bus Rev 44:61-78
80. Ralston RW (2003) The effects of customer service, branding, and price on the perceived value of local telephone service. J Bus Res 56:201-213
81. Ravald A, Grönroos C (1996) The value concept and relationship marketing. Eur J Mark 30(2):19-30
82. Reinartz WJ, Kumar V (2003) The impact of customer relationship characteristics on profitable lifetime duration. J Mark 67:77-99
83. Richins ML (1994) Valuing things: The public and private meanings of possessions. J Consumer Res 21:504-521
84. Rusbult CE (1980) Satisfaction and commitment in friendships. Represent Res Soc Psychol 11:96-105
85. Rust RT, Lemon KN, Zeithaml VA (2004) Return on marketing: Using customer equity to focus marketing strategy. J Mark 68:109-127
86. Rust RT, Chung TS (2006) Marketing models of service and relationships. Mark Sci 25(6):560-580
87. Saravanan R, Rao KSP (2007) Measurement of service quality from the customer's perspective - an empirical study. Total Qual Manag Bus Excellence 18(4):435-449
88. Setijono D, Dahlgard JJ (2007) Customer value as a key performance indicator (KPI) and a key improvement indicator (KII). Meas Bus Excellence 11(2):44-61
89. Shah D, Rust TR, Parasuraman A, Stealin R, Day GS (2006) The path to customer centricity. J Serv Res 9(2):113-124
90. Shet JN, Newman BI, Gross BL (1991) Why we buy what we buy: A theory of consumption value. J Bus Res 22:159-170
91. Sirohi N, McLaughlin EW, Wittink DR (1998) A model of consumer perceptions and store loyalty intentions for a supermarket retailer. J Retail 74(2):223-245
92. Smith JB, Colgate M (2007) Customer value creation: A practical framework. J Mark Theory Pract 15(1):7-23
93. Spiteri JM, Dion PA (2004) Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Ind Mark Manag 33:675-687
94. Sweeney JC, Soutar GN (2001) Consumer perceived value: The development of a multiple item scale. J Retail 77:203-220
95. Sweeny JC, Soutar GN, Johnson LW (1999) The role of perceived risk in the quality-value relationship: A study in a retail environment. J Retail 75(1):77-105
96. Teas KR, Agarwal S (2000) The effects of extrinsic product cues on consumers' perceptions of quality, sacrifice, and value. J Acad Mark Sci 28(2):278-290
97. Thaler R (1985) Mental accounting and consumer choice. Mark Sci 4:199-214
98. Thibaut JW, Kelley H (1959) The social psychology of groups. John Wiley & Sons Inc., New York, NY
99. Thomas JS, Reinartz WJ, Kumar V (2004) Getting the most out of all your customers. Harv Bus Rev 82(8):117-123
100. Tzokas N, Saren M (1999) Value transformation in relationship marketing. Aust Mark J 7(1):52-62
101. Ulaga W (2001) Customer value in business markets - an agenda for inquiry. Ind Mark Manag 30:315-319
102. Ulaga W (2003) Capturing value creation in business relationships: A customer perspective. Ind Mark Manag 32:677-693
103. Ulaga W, Eggert A (2006) Value based differentiation in business relationships: Gaining and sustaining key supplier status. J Mark 70:119-136
104. Van der Haar JW, Kemp R, Omta O (2001) Creating value that cannot be copied. Ind Mark Manag 30:627-636
105. Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68:1-17
106. Varki S, Colgate M (2001) The role of price perceptions in an integrated model of behavioral intentions. J Serv Res 3(3):232-240
107. Venkatesan R, Kumar V (2004) A customer lifetime value framework for customer selection and resource allocation strategy. J Mark 68(4):106-125
108. Wangenheim F v, Bayon T (2007) Behavioural consequences of overbooking service capacity. J Mark 71:36-47
109. Walker RH, Johnson RW, Leonard S (2006) Re-thinking the conceptualization of customer value and service quality within the service-profit chain. Manag Serv Qual 16(1):23-36
110. Wang Y, Lo HP, Chi R, Yang Y (2004) An integrated framework for customer value and customer-relationship-management performance: A customer-based perspective from China. Manag Serv Qual 14(2/3):169-182
111. Woodruff RB (1997) Customer value: The next source of competitive advantage. J Acad Mark Sci 25(2):139-153
112. Woodruff RB, Gardial SF (1996) Know your customer: New approaches to customer value and satisfaction, Cambridge
113. Yang Z, Peterson RT (2004) Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychol Mark 21(10):799-822
114. Zeithaml VA (1988) Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. J Mark 52:2-22