scholarly journals Exploring perceptions of customer value

2018 ◽  
Vol 30 (3) ◽  
pp. 246-271 ◽  
Author(s):  
Barbara Jensen ◽  
Fatima Annan-Diab ◽  
Nina Seppala
Keyword(s):  
Customer Value ◽  
Telecommunications Industry ◽  
Structured Interviews ◽  
Or Efficiency ◽  
Content Type ◽  
Customer Perception ◽  
Value Perception ◽  
Ethical Consumerism ◽  
Telecommunication Companies ◽  
Customer Value Perception

PurposeThe purpose of this paper is to develop a framework that describes and explains how corporate social responsibility (CSR) initiatives are perceived by customers and links customer perception to the notion of customer value perception. To explore customer value conception firstly, the perception of CSR initiatives is investigated; secondly, indications for the value-enhancing effects of CSR initiatives are studied, and finally, the varying effects which different value categories can have on customer attitudes and behaviour are extracted.Design/methodology/approachThe data consists of 12 semi-structured interviews with customers of European telecommunication companies.FindingsThe results suggest that CSR initiatives, when communicated efficiently and considered as relevant by customers, will enhance two customer value categories: the extrinsic self-oriented value defined as efficiency and excellence and the intrinsic other-oriented value pertaining to ethics or spirituality. Enhancement of extrinsic self-oriented value imbeds the potential of CSR initiatives to affect customers’ purchase behaviour and thus strengthen ethical consumerism within the telecommunications industry.Research limitations/implicationsThe main implication for research is a better understanding of the relationship between customer perception and customer value perception in the field of ethical consumerism. Focussing on one industry for the study can be named as a limitation.Practical implicationsAs indicated by the research, results by customers prioritised CSR initiative can affect the customer value perception, mainly the extrinsic/self-oriented value. If the company is aiming to change customer behaviour and to strengthen ethical consumerism, it is important that the customer experience of CSR initiatives improve excellence (quality) and/or efficiency of the product/service.Originality/valueThis paper fulfils an identified need of research on how CSR initiatives can influence consumer behaviour.

Customer value perception of organic food: cultural differences and cross-national segments

2016 ◽  
Vol 118 (2) ◽  
pp. 396-411 ◽  
Author(s):  
Barbara Seegebarth ◽  
Stefan Henrik Behrens ◽  
Christiane Klarmann ◽  
Nadine Hennigs ◽  
Lisa Luebbehusen Scribner
Keyword(s):  
Customer Value ◽  
Organic Food ◽  
Food Products ◽  
Content Type ◽  
Value Perception ◽  
Value Perceptions ◽  
Segmentation Approach ◽  
Customer Value Perception ◽  
Cross National ◽  
National Borders

Purpose – Due to consumer concerns about food-related diseases and an increase in the use of genetically modified food, more and more “green consumers” integrate environmental considerations into daily purchases, asking for healthier, safer and higher quality food. Marketing managers still face the challenge of broadening the understanding of how and why consumers purchase organic food. Specifically, a deeper understanding of the value dimensions consumers perceive in the context of organic food products is required to develop and implement successful management strategies which might transfer positive consumer perceptions to actual buying behavior and satisfaction. The paper aims to discuss these issues. Design/methodology/approach – Drawing on theoretical and empirical insights on organic food consumption in different markets, this research investigates antecedents of organic food products and differences regarding the relative importance of the value-based drivers across two Western nations. Findings – The results from survey data indicate significant differences in the value perceptions, especially the functional and individual value perceptions, and recommendation behavior related to organic food for consumers from the USA and Germany. In addition, the segmentation approach provides evidence for consumer segments that cross-national borders: the “convinced opponents,” the “silent/private consumers,” the “prestige-seekers” and the “passionate evangelists.” Originality/value – Consequently, instead of a country-based segmentation approach, marketers should emphasize the different types of consumers across national borders in order to address the differences in customer value perception in the organic food market.

scholarly journals Co-creation of services: an online network perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Reihaneh Bidar ◽  
Alistair Barros ◽  
Jason Watson
Keyword(s):  
Future Research ◽  
Structured Interviews ◽  
Final Model ◽  
Content Type ◽  
Creation Process ◽  
Online Networks ◽  
Environmental Stimuli ◽  
Value Perception ◽  
Value Perceptions ◽  
Different Types

PurposeIn the co-creation process from a network perspective, service is produced, designed, and evaluated entirely by the actors with dynamic roles and with less participation by the firm's employees in the service process. The purpose of this paper is to develop a theoretical model that represents environmental stimuli and value perceptions that contribute to service co-creation behaviour in an online network.Design/methodology/approachA total of 36 semi-structured interviews were conducted with members of two online programming communities – GitHub and Stack Overflow co-creators, with the data analysed using thematic analysis. The stimulus-organism-response model guided the development of the final model.FindingsSocial influence and trust are influential in actor value perceptions, including primary and network value, the interplay of which leads actors to co-production, supportive, and administrative behaviour. Environmental factors do not directly drive actors; rather it is the value that initiates and drives actors, which, by extension, initiates and drives the co-creation of services.Research limitations/implicationsThe service co-creation behaviour model provides a basis for future research in the co-creation and co-destruction context to model behaviours within the online network organisation setting and thereby enable improvement of such systems. This model can be operationalised in a network environment through design features.Originality/valueThis paper provides a rich understanding of environmental stimuli and value perception factors that contribute to the co-creation of services, and identifies different types of behaviours in dynamic online networks. This paper presents a new model of different types of behaviours emerging from actor participation in the co-creation process.

ISO 9001 and ISO/IEC 17025

2017 ◽  
Vol 34 (3) ◽  
pp. 406-417 ◽  
Author(s):  
José Barradas ◽  
Paulo Sampaio
Keyword(s):  
Measuring Equipment ◽  
Iso 9001 ◽  
Structured Interviews ◽  
Quality Management Systems ◽  
Content Type ◽  
Customer Perception ◽  
Accredited Laboratories ◽  
The Impact ◽  
Level Of Importance

Purpose According to the ISO 9001 standard, all the certified companies should calibrate their measuring equipment. By doing so, companies can guarantee, with rigor and quality, its measurement and use reliable data for monitoring the quality of their products. However, a metrology laboratory is not required to have an ISO 9001 certification or ISO/IEC 17025 accreditation. At this moment, there are companies with their quality management systems certified according to the ISO 9001 standard which have metrology laboratories to make internal checks of their measuring equipment. On the other hand, there are companies with ISO/IEC 17025-accredited laboratories. Finally, there are companies that have their QMS certified according to ISO 9001 and also their metrology laboratory accredited by ISO/IEC 17025. In this case the metrology laboratory must comply with the requirements of both standards. Thus, the purpose of this paper is to analyze the level of importance of the ISO 9001 and ISO/IEC 17025 standards from the perspective of a metrology laboratory. Design/methodology/approach The research methodology used to conduct this research was supported in case studies that had been carried out in nine metrology laboratories. The information was gathered based on semi-structured interviews. Findings After an analysis and discussion over the data obtained, the authors verified that the impact on customer perception is significantly positive, if the metrology laboratory is simultaneous certified and accredited. Originality/value From the laboratories perspective, the issue analyzed in this paper is of the utmost importance and the aim is to give the contribution in order to clarify this kind of organizations of which could be the best option for their context.

Modeling the Customer Value Generation in the Industry's Supply Chain

2019 ◽  
Vol 8 (4) ◽  
pp. 1-13
Author(s):  
Milton M. Herrera ◽  
Lina A. Carvajal-Prieto ◽  
Mauricio Uriona-Maldonado ◽  
Fernando Ojeda
Keyword(s):  
Electricity Market ◽  
Customer Value ◽  
Point Of View ◽  
Utility Industry ◽  
Value Perception ◽  
Performance Drivers ◽  
Customer Value Perception ◽  
Electricity Utilities ◽  
The Relationship

This article shows that customer value generation has drivers, which could be different according to each stakeholder within the electricity industry, affecting its growth. Each stakeholder has different interests that affect the decision-making process and the customer value perception in the long term, which impacts on profitability. In order to illustrate how to identify and model key performance drivers to evaluate creating value in the electricity utility industry, this study used a simulation with the system dynamics methodology. Through simulation scenarios, this study shows that, the high customer value perception allows the electricity utilities industry to create more value. This is illustrated with the case of some electricity utilities engaged in the generation and distribution in the Colombian electricity market. The results show a new point of view that contributes to marketers and engineers in the analysis of the relationship between the stakeholders and electricity firms.

scholarly journals Customer value perception: cross-generational preferences for wine

2014 ◽  
Vol 116 (7) ◽  
pp. 1128-1142 ◽  
Author(s):  
Klaus-Peter Wiedmann ◽  
Stefan Behrens ◽  
Christiane Klarmann ◽  
Nadine Hennigs
Keyword(s):  
Generation X ◽  
Customer Value ◽  
Age Groups ◽  
Perceived Value ◽  
Future Research ◽  
Social Perceptions ◽  
Subjective Expectations ◽  
Content Type ◽  
Study Results ◽  
Customer Value Perception

Purpose – A deeper understanding of the key drivers of consumer wine perception is a major challenge in the domain of wine marketing. The purpose of this paper is to examine the various dimensions of customer-perceived value that lead the customers – in general and divided into different age groups – to choose and consume a certain wine. Design/methodology/approach – In the exploratory study context of examining value-related consumer attitudes and behavioural effects, the drivers and outcomes of wine consumption based on a cross-generation sample, PLS path modelling was considered for the empirical tests of our hypotheses. Findings – Though there exist differences between Generation X and Generation Y consumers, the empirical results are supportive of the hypothesized positive relations between financial, functional, individual and social perceptions that influence the desire for and the consumption of wine. Research limitations/implications – For future research, the findings presented in the paper support the importance of enlarging the size of the sample and collecting data in different countries to compare the results on an international level. Practical implications – Successful wine marketing strategies should focus on the customer's subjective expectations and individual value perceptions by addressing the specific value aspects that are highly relevant for consumer loyalty. Originality/value – The study results are valuable for researchers, managers and marketers because they address the question of how to measure and forecast the perceived value with the greatest influence on consumers’ wine choices.

Three strategies for customer value assessment in business markets

2014 ◽  
Vol 52 (1) ◽  
pp. 79-100 ◽  
Author(s):  
Joona Keränen ◽  
Anne Jalkala
Keyword(s):  
Customer Value ◽  
Best Practice ◽  
Assessment Process ◽  
Primary Data ◽  
Theory Approach ◽  
Value Assessment ◽  
Structured Interviews ◽  
Business Markets ◽  
Content Type ◽  
Assessment Strategies

Purpose – The strategies to assess potential and realized customer value have received surprisingly little attention in management literature. The purpose of this paper is to examine potential customer value assessment strategies for business-to-business (B2B) firms and their special characteristics. Design/methodology/approach – The empirical part of the study draws from an exploratory, two-part field study involving three pilot firms, and seven best practice firms in customer value assessment. The research design followed an inductive, discovery-oriented grounded theory approach. Primary data were gathered through semi-structured interviews with 35 business managers from ten B2B firms. Findings – The study identifies three customer value assessment strategies adopted by firms in business markets: Emergent value sales strategy; Life-cycle value management strategy; and Dedicated value specialist strategy. These strategies highlight different ways of managing and coordinating organizational units in different phases of the customer value assessment process. Research limitations/implications – The study was conducted from the supplier's perspective and is context-bound to firms operating in B2B markets. Practical implications – Managers need to select an appropriate strategy for customer value assessment depending on market and offering characteristics, and assign clear responsibilities for value potential identification, baseline assessment, and long-term value realization. Originality/value – The extant literature on customer value lacks understanding on customer value assessment strategies. The present study identifies three strategies that illuminate the required resources and organizational units at different phases of the customer value assessment process.

Sign in / Sign up

Export Citation Format

Share Document