Customer Value Perceptions

Author(s):  
Toula Perrea ◽  
Katerina Melfou ◽  
Spiros Mamalis ◽  
Panoraia Papanagiotou

This paper investigates Customer Value (CV) perceptions towards own-country Geographic Indication (GI) food products. CV perceptions are the outcome of the trade-offs between perceived Values and Costs from the purchase or consumption of a product. The objective is to examine if the perceived gains from purchasing of GI foods would exceed any perceived losses and shed light on the exact type of perceived values and costs that define CV for GI foods. Despite doubts in relation to specific search and experience parameters of GI foods that impact on the development of a good consumer-product relationship, it is the positive perceptions about products' quality, likeability and social status that mainly formulate CV. Concerns in relation to GIs' price-availability are too mild, not subtracting much from the overall CV indicating that consumers are driven by more self-centred motives. For market success, GI food producers need to build stronger associations in consumers' mind between GI foods and their altruistic value in terms of the ethical character of their production.

2016 ◽  
Vol 118 (2) ◽  
pp. 396-411 ◽  
Author(s):  
Barbara Seegebarth ◽  
Stefan Henrik Behrens ◽  
Christiane Klarmann ◽  
Nadine Hennigs ◽  
Lisa Luebbehusen Scribner

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.


2017 ◽  
Vol 26 (6) ◽  
pp. 616-630 ◽  
Author(s):  
Toula Perrea ◽  
Athanasios Krystallis ◽  
Charlotte Engelgreen ◽  
Polymeros Chrysochou

Purpose The paper aims to address the issue of how customer value is created in the context of novel food products and how customer value influences product evaluation. Design/methodology/approach The study proposes a model formed by a series of causal relations among value (i.e. functional, social, hedonic, altruistic values) and cost perceptions (i.e. price, effort, evaluation costs, performance and product safety), their trade-offs (i.e. overall customer value) and product evaluation outcomes (i.e. satisfaction, trust). Findings Despite doubts about certain search (information), credence (safety) and experience (taste) attributes, perceptions about product quality, likeability and ethical image predominantly formulate customer value, indicating novel products’ potential to be evaluated positively by consumers. Research limitations/implications The proposed model advances knowledge in the context of product innovation. Contrary to past research that focuses on consumer attitudes towards a manufacturing technology and individual technology-specific risks and benefits, the customer value approach refers to novel product-related consumer attitudes conceptualized as overall customer value; the latter results from product-related value-cost trade-offs, leading towards specific consumer–product evaluations. Practical implications The customer value approach refers to the value from the adoption of a new product that underlies a relevant set of product attributes (e.g. quality, image, sustainability, price, convenience, taste, safety, etc.) Focusing on product attributes that generate gain – loss perceptions impactful on consumer – product evaluations is highly relevant for product managers concerned with new product development. Originality/value The originality of this work lies in the successful contextualization and testing of an inclusive model that comprises both emotional and rational components, operational at the product level, to generate substantial insights on the widely unexplored interplay between consumer – perceived customer value and the generation of consumer – product evaluation outcomes.


2018 ◽  
Vol 5 (8) ◽  
pp. 180435 ◽  
Author(s):  
Kendra N. Smyth ◽  
Nicholas M. Caruso ◽  
Charli S. Davies ◽  
Tim H. Clutton-Brock ◽  
Christine M. Drea

Social status can mediate effects on the immune system, with profound consequences for individual health; nevertheless, most investigators of status-related disparities in free-ranging animals have used faecal parasite burdens to proxy immune function in the males of male-dominant species. We instead use direct measures of innate immune function (complement and natural antibodies) to examine status-related immunocompetence in both sexes of a female-dominant species. The meerkat is a unique model for such a study because it is a cooperatively breeding species in which status-related differences are extreme, evident in reproductive skew, morphology, behaviour, communication and physiology, including that dominant females naturally express the greatest total androgen (androstenedione plus testosterone) concentrations. We found that, relative to subordinates, dominant animals had reduced serum bacteria-killing abilities; also, relative to subordinate females, dominant females had reduced haemolytic complement activities. Irrespective of an individual's sex or social status, androstenedione concentrations (but not body condition, age or reproductive activity) negatively predicted concurrent immunocompetence. Thus, dominant meerkats of both sexes are immunocompromised. Moreover, in female meerkats, androstenedione perhaps acting directly or via local conversion, may exert a double-edged effect of promoting dominance and reproductive success at the cost of increased parasitism and reduced immune function. Given the prominent signalling of dominance in female meerkats, these findings may relate to the immunocompetence handicap hypothesis (ICHH); however, our data would suggest that the endocrine mechanism underlying the ICHH need not be mediated solely by testosterone and might explain trade-offs in females, as well as in males.


2019 ◽  
Vol 121 (2) ◽  
pp. 371-385 ◽  
Author(s):  
Mirzobobo Yormirzoev ◽  
Ramona Teuber ◽  
Tongzhe Li

Purpose The purpose of this paper is to investigate the role of perceived food quality and consumer ethnocentrism and potential trade-offs between these two concepts in Russian consumers’ food purchase decisions after the implementation of the Russian import ban. Design/methodology/approach Survey data were collected via in-person interviews in the City of Perm, which is one of the largest and most industrial cities in Russia. A double-bounded dichotomous-choice contingent valuation model is utilized to estimate willingness to pay (WTP) and to analyze factors that affect consumers’ choice. Findings The results suggest that most respondents do not consider domestically produced cheese as a risky product in terms of food safety but simply of lower quality than imported cheese. However, the average respondent’s WTP discount for domestic cheese compared to imported cheese is 8 percent, which is relatively small. This corresponds to participants’ opinion that buying domestic cheese is the right thing to do since it supports Russian farmers and producers. The results indicate further that with increasing education and income levels, individuals are less likely to prefer domestically produced cheese for either economic or quality reasons. This effect is stronger for the quality preference. Research limitations/implications The results indicate that if the Russian government aims at expanding the domestic food market further, more attention needs to be paid to ensuring the quality of domestic food products in order to increase consumer acceptance and WTP. Originality/value This is the first study providing empirical evidence on Russian consumers’ attitudes and perceptions of domestically vs imported food products after the implementation of the Russian import ban, which can be considered as an external policy shock.


2008 ◽  
Vol 36 (2) ◽  
pp. 158-175 ◽  
Author(s):  
Efthimia Tsakiridou ◽  
Christina Boutsouki ◽  
Yorgos Zotos ◽  
Kostantinos Mattas

PurposeThe aim of this paper is to identify consumers' attitudes and behaviour towards organic products in Greece.Design/methodology/approachThis paper draws on a non‐probability quota sample of 660 respondents to explore the attitudes and behaviour of Greek consumers towards organic food products.FindingsGreek consumers seem to be informed about environmental and health issues. They seek information about the nutritional value of food and demand more products free from chemical residues. The results show that most consumers associate organic consumption mainly with fruit and vegetables. Although demographics seem to affect attitudes towards organics, their value in explaining actual behaviour is minimal.Research limitations/implicationsIt is recognized that the data gathered in this study focus on the metropolitan area of Thessaloniki, Greece. The specific area though, is considered to be representative of the total Greek population. The results confirm that health, concern for the environment, animal welfare and support of the local economy are drivers of organic consumption. However, there is an indication that the importance of motives and barriers may vary for different product categories and perhaps future research should focus on product segmentation.Practical implicationsAlthough certain similarities in consumers' attitudes towards organic food products have been identified, this paper records the variation in behaviour towards organics among the various consumer groups examined in Greece, and highlights the gap between attitudes and actual behaviour. Given the complexity of consumer decision making, future research should explore the other value trade‐offs that consumers make.Originality/valueThis paper attempts to provide evidence on the relatively under researched area of organics attitudes and behaviour in Greece.


2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pilar Ester Arroyo ◽  
Javier Liñan ◽  
Jorge Vera Martínez

PurposeWhen selecting manufactured foods, customers consider several product features. Given the contemporary trends of food consumption, the purpose of this paper is to determine the influence that some demographic and psychographic key variables have on the chances of a consumer belonging to a market segment characterised by health-related food preferences.Design/methodology/approachThe food choice scale is revised to develop a multidimensional measure of the factors underlying consumer food choices. Data of 288 sampled consumers were used to validate the scale and to group consumers into four segments based on the value assigned to several food-product meta-attributes. Depending on these food choice values, the study identified four dissimilar clusters: utilitarian, protecting, toning and highly demanding.FindingsConsumers use multiple attributes when choosing food products. However, emerging segments tend to prefer health-related attributes over utilitarian or conventional attributes, such as price, flavour or accessibility. The consumers of these segments tend to be older, more health conscious and more prone to psychological health risks.Originality/valueDemographic and psychographic traits tend to drive trade-offs between health- and non-health-related attributes when considering food products. Several multivariate methodologies were innovatively coupled to characterize consumers based on their healthy food preferences and individual traits.


2017 ◽  
Vol 72 (3) ◽  
pp. 303-318 ◽  
Author(s):  
Nuria Recuero Virto ◽  
Maria Francisca Blasco López ◽  
Sonia San-Martín

Purpose This research aims to provide evidence of the impacts of market orientation, customer value approach (through prestige, value for money and reputation for quality) and innovation on museum sustainability. Design/methodology/approach The model is analysed through partial least squares (PLS-SEM), using a sample of 549 European museums. Findings The results reveal that reputation for quality, prestige, innovation and value for money positively and significantly influence museum sustainability. Interestingly, the most meaningful linkage is between market orientation and innovation. Practical implications This research helps museums that need to increase their customer value and innovativeness so as to ensure museum sustainability. It proves that museum managers have to increase employees’ involvement in decision-making processes. Originality/value By using a wide sample of European museums, this study suggests that museum managers need to consider the impact of marketing strategies and customer value perceptions on the economic and social sustainability of museums.


Author(s):  
Noam Gidron

Abstract Mainstream parties in Western Europe are increasingly struggling to hold together their base of support. As a lens for exploring this changing electoral landscape, this article focuses on the growing share of the electorate that is cross-pressured between conservative and progressive attitudes on economic and cultural issues. It argues that a stable asymmetry characterizes Western European mass attitudes: while support for the left is common among voters with progressive attitudes on both issues, it is enough to be conservative on one issue to turn right. Analyzing survey data collected from 1990 to 2017, the study shows that cross-pressures are resolved in favor of the right and examines the trade-offs this poses to center-right parties. These findings contribute to debates on electoral dealignment and realignment and shed light on the electoral choices of the center-right.


2017 ◽  
Vol 38 (1) ◽  
pp. 3-13 ◽  
Author(s):  
Fernando G. Alberti ◽  
Mario A. Varon Garrido

Purpose This paper aims to discuss hybrid organizations whose business models blur the boundary between for-profit and nonprofit worlds. With the aim of understanding how hybrid organizations have developed commercially viable business models to create positive social and environmental change, the authors contend that hybrids are altering long-held business norms and conceptions of the role of the corporation in society. Building on an analysis of the most updated literature on hybrid organizations and with the use of case study approach, the purpose of this paper is to derive managerial lessons that traditional businesses may apply to innovate their business models. Design/methodology/approach This paper has a practical focus to help organizations to develop successful business strategies and design innovative business models. It applies emerging thinking on hybrid business models to provide new insights and ideas on the use of business models as tools for innovating and delivering value. To comply with this, first, the authors discuss the distinctive characteristics of hybrids and the hybrid business model through a concise but comprehensive review of all the literature on hybrid organization, which is still very recent. Second, we relied on a short case study that introduces information technology and digital innovation as the premises of the emergence of a new hybrid business model that adds additional elements to traditional business managers on how to learn from hybrid organizations’ avenues to innovate their business models. Findings In this paper, the authors aimed to shed light on the management of any organization or initiative that aims to embrace multiple and competing yet potentially synergistic goals, as is increasingly the case in modern corporations. Spotting hidden complementarities of antagonistic assets can be arduous, time-consuming, costly and risky, but businesses driven by innovation may want to keep a close eye on the expanding hybrid sector as a source of future entrepreneurial opportunities. To this regard, hybrid social ventures have the potential to shed light on ways to innovate traditional business models. The essence of studying hybrids is that firms may learn how to innovate their business models in ways that go beyond current conceptualizations, making their mission profitable, rather than making profit their only mission! The research design (literature analysis and case study) allowed the authors to disentangle different innovative business models that hybrids suggest highlight strengths and weaknesses of such business models, understand strategies and capabilities associated with hybrids and transpose all these lessons learned to traditional business managers who constantly struggle for innovation. Research limitations/implications The main implication is that hybrid organizations may serve as incubators for new practices that can gain scale and impact by infusion into existing corporations. The authors can assist to a process of “hybridization” of incumbent firms, pushing the boundaries of corporate sustainability efforts toward strategies in which profit and social purpose share more equal footing. Practical implications Firms interested in benefiting from antagonistic assets that can have a dramatic impact on their business model innovation may want to consider some lessons: firms can attempt to build antagonistic assets into their mission, asking themselves what activities they can undertake with the potential to create (or erode) social, environmental and economic value and how these activities might be mediated by the context/environment in which they operate; they can partner with hybrids to benefit from them and absorb competencies from them, so to increase their likelihood to generate value-creating activities and to impact on wider range of stakeholders, including funders, partners, beneficiaries and communities; they can mimic hybrids on how to innovate their business model through the use of the “deliberate resource misfit” dynamic capability, mitigating negative impacts and trade-offs and maximizing positive value spillovers, both for the firms themselves and for the community. Social implications Sharing know-how with hybrids opens up to ways to innovate business models, and hybrids are much more open to sharing lessons and encouraging others to copy their approaches in a genuine open innovation approach. Originality/value The main lesson businesses can take away from studying hybrids is that antagonistic assets – and not only profitable complementary ones, as the resource-based view would suggest – do not have to be a burden on profits. Hybrids ground their strategy first and foremost on their beneficiaries, thus dealing with a bundle of antagonistic assets. The primary objective of hybrids is thus to find imaginative ways of generating profits from their given resources rather than acquiring the resources that generate the highest profit. Profit is the ultimate goal of traditional businesses’ mission, but by making profit their only mission, firms risk missing out on the hidden opportunities latent in antagonistic assets. Learning from hybrids about how to align profits and societal impact may be a driver of long-term competitive advantage.


2017 ◽  
Vol 3 (1) ◽  
pp. 1-18 ◽  
Author(s):  
Sertan Kabadayi ◽  
Yuliya Komarova Loureiro ◽  
Marina Carnevale

This research examines factors that influence consumer perceptions of value created by a multichannel system of service delivery. The literature suggests that multichannel integration quality allows firms to benefit from the effect of synergy and complementarity between channels. We investigate the perceived value of multichannel service delivery in the context of retail banking services, where such multichannel systems are omnipresent. We propose and test a model in which multichannel integration quality is an important value driver, such that higher multichannel integration quality leads to greater value perceptions of not only the multichannel system, but also the overall value of the bank as perceived by the customer. Importantly, the complexity of the multichannel system of service delivery, as perceived by customers, moderates the direct effect of channel integration quality on perceived value of the multichannel system, so that in highly complex multichannel systems, channel integration quality will have a stronger effect on the perceived value to customer. Our findings also shed light on the specific factors that contribute to consumer value perceptions of multichannel retail banking services, which has important implications to managers and researchers.


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