Developing an integrated vision of customer value

Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The autho...

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Detalles Bibliográficos
Autores: Martelo-Landroguez, Silvia, Barroso Castro, Carmen, Cepeda-Carrión, Gabriel
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2013
País:España
Institución:Universidad de Sevilla (US)
Repositorio:idUS. Depósito de Investigación de la Universidad de Sevilla
OAI Identifier:oai:idus.us.es:11441/54670
Acceso en línea:http://hdl.handle.net/11441/54670
https://doi.org/10.1108/08876041311330726
Access Level:acceso abierto
Palabra clave:Customer value
Perceived value
Value creation
Value appropriation
Customer service management
Value analysis
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spelling Developing an integrated vision of customer valueMartelo-Landroguez, SilviaBarroso Castro, CarmenCepeda-Carrión, GabrielCustomer valuePerceived valueValue creationValue appropriationCustomer service managementValue analysisPurpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer’s point of view and customer value from the firm’s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelatedEmeraldAdministración de Empresas y Marketing2013info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfapplication/pdfhttp://hdl.handle.net/11441/54670https://doi.org/10.1108/08876041311330726reponame:idUS. Depósito de Investigación de la Universidad de Sevillainstname:Universidad de Sevilla (US)InglésJournal of services marketing, 27 (3), 234-244.http://dx.doi.org/10.1108/08876041311330726info:eu-repo/semantics/openAccessoai:idus.us.es:11441/546702026-06-17T12:51:07Z
dc.title.none.fl_str_mv Developing an integrated vision of customer value
title Developing an integrated vision of customer value
spellingShingle Developing an integrated vision of customer value
Martelo-Landroguez, Silvia
Customer value
Perceived value
Value creation
Value appropriation
Customer service management
Value analysis
title_short Developing an integrated vision of customer value
title_full Developing an integrated vision of customer value
title_fullStr Developing an integrated vision of customer value
title_full_unstemmed Developing an integrated vision of customer value
title_sort Developing an integrated vision of customer value
dc.creator.none.fl_str_mv Martelo-Landroguez, Silvia
Barroso Castro, Carmen
Cepeda-Carrión, Gabriel
author Martelo-Landroguez, Silvia
author_facet Martelo-Landroguez, Silvia
Barroso Castro, Carmen
Cepeda-Carrión, Gabriel
author_role author
author2 Barroso Castro, Carmen
Cepeda-Carrión, Gabriel
author2_role author
author
dc.contributor.none.fl_str_mv Administración de Empresas y Marketing
dc.subject.none.fl_str_mv Customer value
Perceived value
Value creation
Value appropriation
Customer service management
Value analysis
topic Customer value
Perceived value
Value creation
Value appropriation
Customer service management
Value analysis
description Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer’s point of view and customer value from the firm’s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelated
publishDate 2013
dc.date.none.fl_str_mv 2013
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv http://hdl.handle.net/11441/54670
https://doi.org/10.1108/08876041311330726
url http://hdl.handle.net/11441/54670
https://doi.org/10.1108/08876041311330726
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Journal of services marketing, 27 (3), 234-244.
http://dx.doi.org/10.1108/08876041311330726
dc.rights.none.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv Emerald
publisher.none.fl_str_mv Emerald
dc.source.none.fl_str_mv reponame:idUS. Depósito de Investigación de la Universidad de Sevilla
instname:Universidad de Sevilla (US)
instname_str Universidad de Sevilla (US)
reponame_str idUS. Depósito de Investigación de la Universidad de Sevilla
collection idUS. Depósito de Investigación de la Universidad de Sevilla
repository.name.fl_str_mv
repository.mail.fl_str_mv
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