scholarly journals Value co-creation and perceived value: A customer perspective in the hospitality context

2022 ◽  
Vol 28 (1) ◽  
pp. 100175
Author(s):  
Konstantinos Solakis ◽  
Jesús Peña-Vinces ◽  
Jesús M. Lopez-Bonilla
Keyword(s):  
Perceived Value ◽  
Customer Perspective

The Effects of Digital Marketing on Customer Relationships

2011 ◽  
pp. 89-104
Author(s):  
Marko Merisavo
Keyword(s):  
Perceived Value ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The Internet ◽  
Personal Service ◽  
Brand Communication ◽  
Customer Perspective ◽  
Self Service ◽  
Digital Channels ◽  
Time Information

Viewing the use of digital channels in marketing from a customer relationship perspective offers several benefits to a marketer. Brand communication can be frequent and personalized, and different options for a dialogue exist. The benefits of dialogue include learning from and about customers, revealing their needs and interests, and being able to provide them with better and more personal service. From a customer perspective, the Internet has given power to get up-to-date information, to compare products and services more easily, and to get in touch with marketers. In a digital environment, customers increasingly use self-service and have more options to initiate action. A customer’s perceived value of using digital channels and interacting with a marketer can come in several ways; it could be money, time, information, convenience, and so forth. This chapter examines how marketers can use digital channels to develop and strengthen customer relationships. In our framework, brand communication, service, personalization, and interactivity are suggested to be the key elements.

The Effects of Digital Marketing on Customer Relationships

2009 ◽  
pp. 1430-1441 ◽  
Author(s):  
Marko Merisavo
Keyword(s):  
Perceived Value ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The Internet ◽  
Personal Service ◽  
Brand Communication ◽  
Customer Perspective ◽  
Self Service ◽  
Digital Channels ◽  
Time Information

Viewing the use of digital channels in marketing from a customer relationship perspective offers several benefits to a marketer. Brand communication can be frequent and personalized, and different options for a dialogue exist. The benefits of dialogue include learning from and about customers, revealing their needs and interests, and being able to provide them with better and more personal service. From a customer perspective, the Internet has given power to get up-to-date information, to compare products and services more easily, and to get in touch with marketers. In a digital environment, customers increasingly use self-service and have more options to initiate action. A customer’s perceived value of using digital channels and interacting with a marketer can come in several ways; it could be money, time, information, convenience, and so forth. This chapter examines how marketers can use digital channels to develop and strengthen customer relationships. In our framework, brand communication, service, personalization, and interactivity are suggested to be the key elements.

scholarly journals How to Manage Customer Satisfaction through Brand Association and Perceived Value Strategy

2019 ◽  
Vol 4 (3) ◽  
pp. 184-193
Author(s):  
Vonny Susanti ◽  
Ujang Sumarwan ◽  
Megawati Simanjuntak ◽  
Eva Z Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Brand Image ◽  
Perceived Value ◽  
Jel Classification ◽  
Brand Associations ◽  
Brand Association ◽  
Customer Perspective ◽  
Value Strategy ◽  
Image Type ◽  
Determinant Factor

Objective – The purpose of this study is to identify which factor has a stronger influence on customer satisfaction: perceived value or brand association. By understanding the influencer, the seller understands what policies and implications should be addressed to maintain and even enhance customer loyalty. Methodology/Technique – This empirical study uses a quantitative method and employs a PLS program to ensure a correlation between the constructs. Findings – The study concludes that brand association is a crucial determinant factor in customer satisfaction. Brand associations influence satisfaction relatively more than perceived value does. From the customer perspective, brand associations are affected more by salesman personality than brand image. Type of Paper: Empirical Keywords: Brand Association; Brand Image; Perceived Value; Salesman Personality; Satisfaction. Reference to this paper should be made as follows: Susanti, V; Sumarwan, U; Simanjuntak, M; Yusuf, E.Z. 2019. How to Manage Customer Satisfaction through Brand Association and Perceived Value Strategy, J. Mgt. Mkt. Review 4(3) 184 – 193 https://doi.org/10.35609/jmmr.2019.4.3(3) JEL Classification: M30, M31, M39.

Performance Level, Type, and Perceived Value: Implications for Utility Analyses

2012 ◽  
Author(s):  
John T. Hazer ◽  
Caitlin M. Cavanaugh ◽  
Gina A. Seaton
Keyword(s):  
Perceived Value ◽  
Performance Level

Analisis Pengukuran Kinerja Perusahaan Dengan Konsep Balanced Scorecard

2016 ◽  
Vol 3 (1) ◽  
pp. 11-22
Author(s):  
Dina Fitrianingrum ◽  
Sulastiningsih Sulastiningsih
Keyword(s):  
Customer Satisfaction ◽  
Organizational Development ◽  
Business Process ◽  
Balanced Scorecard ◽  
Research Use ◽  
Financial Perspective ◽  
Employees Satisfaction ◽  
Customer Perspective ◽  
Process Perspective ◽  
Internal Business Process

The objective of the research is to evaluate performance of Madubaru firm. This research use the methode of Balanced Scorecard which balancing measurement of non finance performance and finance performance. In the perspective learning and growth emphasize on the education and employees training, and also employees satisfaction. In the perspective of internal business process, it emphasize at the the level of success and organizational development. In perspective of customer emphasize at the customer satisfaction. In perspective of finance can see from finance ratio. The research have result learning and growth perspective with good performance, internal business process perspective with very good performance, customer perspective with enough performance, financial perspective estimation with good performance. At general we can assesd performanced of Madubaru firm is good and expected to be improved again. Keyword : Balanced Scorecard, Learning and Growth Perspective, Internal Business Process Perspective, Customer Perspective, Financial Perspective.

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