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Journal articles on the topic 'Customer value'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Ofi, Eka Novyanti. "Proposed Marketing Strategy Based on Customer Value Using CLV Model (Case Study of Natione Tech)." International Journal of Current Science Research and Review 06, no. 07 (2023): 4935–40. https://doi.org/10.5281/zenodo.8176422.

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Abstract : This research focuses on customer engagement strategies for technology companies to become industry leaders. It emphasizes the importance of leveraging profitable customers through Customer Lifetime Value (CLV) analysis, segmentation and targeted marketing. By analyzing real data from Natione Tech, the study identified three key factors: current value, potential value, and customer loyalty. Based on this analysis, 57 customers are categorized into high, medium, and low-profit segments, each requiring tailored marketing approaches. The strategies include personalized communication, c

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Mandal, Pratap Chandra. "Management of Customer Lifetime Value in Organizations." Journal of Business Ecosystems 4, no. 1 (2023): 1–15. http://dx.doi.org/10.4018/jbe.318471.

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Companies should focus on customer lifetime value, its management, and on profitable customers for company growth. The objective of the study is to analyze customer lifetime value and to manage it effectively. The methodology adopted is a conceptual analysis of various aspects of customer lifetime value and its management. Companies should appreciate the importance of customer lifetime value and the connections among customer lifetime value, brand equity, and customer equity. They should develop and build customer lifetime value through various measures (viz., improvement in customer services,

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Estrella, Ramón Antonia María, Pérez Manuel Sánchez, and Gilbert Swinnen. "A marketing view of the customer value: Customer lifetime value and customer equity." South African Journal of Business Management 44, no. 4 (2013): 47–64. https://doi.org/10.5281/zenodo.10600372.

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Throughout this research the customer valuation trend in marketing is going to be reviewed, emphasizing Customer Lifetime Value and Customer Equity measures. The main theoretical contributions in the development and evolution of the Customer Lifetime Value concept are analyzed. Customer Lifetime Value is also differentiated from Customer Equity and Customer Profitability analysis to estimate customer value in terms of firm profitability. Customer Lifetime Value and Customer Equity concepts are formally defined. Additionally, a classification of a set of published research into Customer Lifetim

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Jensen, Barbara, Fatima Annan-Diab, and Nina Seppala. "Exploring perceptions of customer value." European Business Review 30, no. 3 (2018): 246–71. http://dx.doi.org/10.1108/ebr-09-2015-0104.

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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

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Harrington, Robert J., Michael C. Ottenbacher, and Simon Fauser. "QSR brand value." International Journal of Contemporary Hospitality Management 29, no. 1 (2017): 551–70. http://dx.doi.org/10.1108/ijchm-06-2015-0300.

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Purpose This study aims to examine the quick service restaurant (QSR) differentiation in the minds of consumers, customers and non-customers and addresses the use of absolute measures. The study integrated competitive context and customer vs non-customer perceptions to better understand marketing strategies and the impact on customer value. Design/methodology/approach A conceptual framework is provided with marketing strategy, 7Ps, value positioning and outcomes. A survey instrument to assess perceptions of QSR marketing mix dimensions and leading QSR brands as referents was used. The study us

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Asiyah, Siti. "CUSTOMER INTIMACY VALUE STRATEGY BY IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Applied Management and Business (JAMB) 1, no. 1 (2020): 1–9. http://dx.doi.org/10.37802/jamb.v1i1.58.

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This article talks about a lot of systems to transform customers into resources proposed for organizations while making faithful customers. The technique that is the focal point in this article is customer Relationship Management (CRM). This is on the grounds that without a CRM system, organizations neglect to reap the advantages of CRM. CRM is fundamentally significant for the organization's future. CRM innovation empowers organizations to all the more likely comprehend customer conduct, foresee their conduct later on, give altered customer encounters, and assemble long haul customer connecti

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Keiningham, Timothy, Lerzan Aksoy, and Fabienne Cadet. "Operationalizing Relative Customer Value." Journal of Creating Value 3, no. 2 (2017): 184–92. http://dx.doi.org/10.1177/2394964317721811.

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The construct of “value” has been central to explaining economic exchange since the time of Adam Smith. Despite its central importance, debate still exists as to what value entails. Absent a comprehensive understanding of value, researchers and managers have grappled with how to measure and manage value. Not surprisingly, absent a definition, no comprehensive, robust approach has emerged. We argue that value first must be viewed as a dual construct, i.e. value to the customer and value to the firm, that must be balanced to be sustainable. Given that value to the customer is clearly assessed as

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Gunandi, Ahmed, Heba Awang, Eman Alhawad, and Lotfy Shabaan. "Customer Value and Data Mining in Segmentation Analysis." International Journal of Information Technology and Computer Science Applications 1, no. 1 (2023): 20–34. http://dx.doi.org/10.58776/ijitcsa.v1i1.16.

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Customer Value is the accessed value that a customer has to an organization. In Business, the customer is always right. This statement gives us the impression that all customers are viewed as equal in terms of potential value. Each customer is treated differently according to how much profit they can bring to a company. We use various Data Mining techniques to determine who are these customers and how we can acquire more customers like them who can bring more profit. A loyal customer will be treated differently than a customer that rarely do business with the organization. These customers are

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Kabue, Hellen W. "Creating Customer Value for Enhanced Customer Satisfaction and Retention." Research in Economics and Management 5, no. 3 (2020): p7. http://dx.doi.org/10.22158/rem.v5n3p7.

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Customers are increasingly becoming sophisticated due to forces such as advancement in technology, changing social roles and globalization. As a result, customer churning is today a common reality that most companies have to deal with in order to satisfy and retain their customers. Creating customer value has emerged as one of the winning strategic tools that firms could use to gain competitive advantage in the contemporary marketing environment. This paper is an empirical study that presents a comprehensive analysis of the relationship between customer value, customer satisfaction and custome

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Chang, Wen, Chen Chang, and Qianpin Li. "Customer Lifetime Value: A Review." Social Behavior and Personality: an international journal 40, no. 7 (2012): 1057–64. http://dx.doi.org/10.2224/sbp.2012.40.7.1057.

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The concept of regarding customers as assets that should be managed and whose value should be measured is now accepted and recognized by academics and practitioners. This focus on customer relationship management makes it extremely important to understand customer lifetime value (CLV) because CLV models are an efficient and effective way to evaluate a firm's relationship with its customers. Assessment of CLV is especially important for firms in implementing customer-oriented services. In this paper we provide a critical review of the literature on the development process and applications of CL

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Yang, Albert Jing-Fuh, Chia-Wen Hung, and Siao-Fen Huang. "Exploring Customer Participation and Value." WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 18 (January 25, 2021): 345–59. http://dx.doi.org/10.37394/23207.2021.18.35.

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Emerging marketing perspectives show that customer participation creates new opportunities for value creation. A perspective in the marketing section should be highlighted, a new opportunity must be emphasized, and customer participation should be used as a means to define the relationship benefits through their participation. The goal of customer participation is to create a high-value service process by creating cooperation with customers. This study describes and develops hypothesis verification. In the context of professional financial services in Taiwan, this study explores the effect of

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Lindberg-Repo, Kirsti, and Apramey Dube. "Customer Value Dimensions in E-Healthcare Services." International Journal of E-Services and Mobile Applications 7, no. 4 (2015): 17–29. http://dx.doi.org/10.4018/ijesma.2015100102.

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Healthcare services have been extensively researched for customer value creation activities. There has been, however, limited attention on the dimensions of customer value, as reported by customers themselves, in e-healthcare services. The purpose of this paper is to investigate customer value dimensions in which customers experience e-healthcare services. Narrative techniques were used to investigate customer experiences of e-healthcare services offered by eight private Finnish providers. The findings show that customers evaluate e-healthcare services in four value dimensions: 1) The outcome

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Sun, Zhongyuan, Yucheng Li, and Xuming Lou. "The Impact of Customer Participation on Customer Value: Does Customer Resource and Regulatory Focus Matter?" Sustainability 14, no. 24 (2022): 16685. http://dx.doi.org/10.3390/su142416685.

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With the development of technology and the improvement of customer awareness, customers and enterprises are becoming more and more proactive in the process of cooperation. Among these developments is the value creation of customers in the brand network. The community changes with the accumulation of resources during the customer journey, and it is particularly important to explore the impact of customer resource accumulation and regulatory focus of enterprises for customers on customer value. Previous research mainly focused on the role of customer resources in the stages of value creation and

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Simanullang, Lusiana, and Endy Gunanto Marsasi. "Application of Customer Value to Increase Perceived Value through Special Business Request Marketing Program." Kontigensi : Jurnal Ilmiah Manajemen 12, no. 2 (2024): 823–42. https://doi.org/10.56457/jimk.v12i2.600.

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This research was conducted at PT Telkom Indonesia, a company engaged in telecommunications, to evaluate the implementation of the Special Business Request (SBR) marketing program in increasing perceived value by customers. The SBR program is an initiative that offers discounts on large projects to strengthen cooperation with government customers. This research uses a qualitative descriptive method, collecting data from the company through in-depth interviews, observation, documentation, and secondary data. The evaluation was conducted on the effectiveness of the SBR program in increasing cust

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Kaur Sahi, Gurjeet, Sanjeewani Sehgal, and Rita Sharma. "Predicting Customers Recommendation from Co-creation of Value, Customization and Relational Value." Vikalpa: The Journal for Decision Makers 42, no. 1 (2017): 19–35. http://dx.doi.org/10.1177/0256090916686680.

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Executive Summary There are countless illustrations where companies are involving their customers in the creation of products and delivery of services, commonly viewed as co-creation of value (CCV). The present work explores the value co-creation concept in the house construction business that requires maximum customer engagement with the service provider as compared to other subsectors in the real estate. With this background, the present study examined the comprehensive framework of antecedents and consequences of CCV leading to customers’ recommendation in the housing sector. Moreover, the

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Belz, Christian. "Customer Value." Controlling 17, no. 6 (2005): 327–34. http://dx.doi.org/10.15358/0935-0381-2005-6-327.

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Kasselmann, Sebastian. "Customer-Value." Controlling 32, no. 6 (2020): 75–78. http://dx.doi.org/10.15358/0935-0381-2020-6-75.

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Nyman, Henrich. "The added value of service provision." International Journal of Bank Marketing 32, no. 6 (2014): 457–76. http://dx.doi.org/10.1108/ijbm-01-2014-0009.

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Purpose – The purpose of this paper is to present a framework for examining the outcome of value facilitation as the added value of service provision. Design/methodology/approach – Value facilitation is conceptualized as enabling, enhancing, and economical support by the service offering, as well as supportiveness by the service provider. The financial value of customers is measured by the augmented customer lifetime value (ACLV). Findings – Referrals is found to mediate the linkage between value facilitation and ACLV. The margin multiple level and corresponding propensity to stay scores are f

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Vitram, Khansa Lathifah, Muhammad Iqbal Rasa, and Suharto Harto. "CUSTOMER INTIMACY, CUSTOMERS EXPERIENCE, CUSTOMER SATISFACTION, CUSTOMER BONDING DAN CUSTOMER VALUE DALAM LOYALITAS NASABAH DI BANK SYARIAH." Ekonomi & Bisnis 22, no. 1 (2023): 44–54. http://dx.doi.org/10.32722/eb.v22i1.5765.

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Pada perkembangan perekonomian di Indonesia yang semakin maju, khususnya pada sektor perbankan syariah. Dengan pertumbuhan perbankan syariah di Indonesia telah menciptakan banyak investor dan nasabah dengan berbagai penghimpunan dana. Tingginya minat masyarakat terhadap perbankan syariah untuk menabung dan melakukan pembiayaan membuat sektor perbankan semakin prospektif. Dalam hal ini membuat persaingan dalam sektor perbankan syariah semakin kompetitif, terutama bagi bank syariah dengan segmen pasar yang sama, bank syariah mengalami peningkatan yang cukup signifikan dari tahun ketahun. Dari pe

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Pham, Tram-Anh N., Jillian C. Sweeney, and Geoffrey N. Soutar. "Customer value cocreation activities." Journal of Service Theory and Practice 29, no. 3 (2019): 282–308. http://dx.doi.org/10.1108/jstp-07-2018-0163.

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Purpose The purpose of this paper is to suggest a typology of customer value cocreation activities and explore the psychological drivers and quality of life outcomes of such activities in a complex health care service setting. Design/methodology/approach Focus groups with people with Type 2 diabetes and in-depth interviews with diabetes educators were conducted. Findings Four types of customer value cocreation activities were found (mandatory (customer), mandatory (customer or organization), voluntary in-role and voluntary extra-role activities). In addition, health locus of control, self-effi

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Evelina, Tri Yulistyawati, Andriani Kusumawati, Umar Nimran, and Sunarti. "THE INFLUENCE OF UTILITARIAN VALUE, HEDONIC VALUE, SOCIAL VALUE, AND PERCEIVED RISK ON CUSTOMER SATISFACTION: SURVEY OF E-COMMERCE CUSTOMERS IN INDONESIA." Business: Theory and Practice 21, no. 2 (2020): 613–22. http://dx.doi.org/10.3846/btp.2020.12143.

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The purpose of this study is to build an understanding of the influence of utilitarian value, hedonic value, social value, and perceived risk on e-commerce customer satisfaction in Indonesia. Data was collected through an online survey and analyzed using Structural Equation Modeling (SEM) with the WarpPLS tool version 6.0 which was then analyzed through Inferential Statistics analysis. The results of the study showed that utilitarian value significantly influences customer satisfaction. Hedonic value significantly influences customer satisfaction. However, the findings showed that social value

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Lohonauman, Hans. "IPTEKS PERHITUNGAN COSTUMER LIFETIME VALUE." Jurnal Ipteks Akuntansi Bagi Masyarakat 4, no. 1 (2020): 19. http://dx.doi.org/10.32400/jiam.4.1.2020.29236.

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Everyone has a goal to make high profitsin business,. Therefore, every entrepreneur requires value that need to be maintained. This value gives a good attitude to the customers to build a long-term relationship. One of the factors that determine the success of a business is the customers. Customer lifetime value should be noticed by the entrepreneur since it becomes a ways to measure customer's profitability, to analyze marketing, and it is also can be used to create a mindset in running a business. Customer Lifetime Value (CLV) also can create the customer loyalty which can impact for profita

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Taheri, Babak, Filipe J. Coelho, Carlos M. P. Sousa, and Heiner Evanschitzky. "Mood regulation, customer participation, and customer value creation in hospitality services." International Journal of Contemporary Hospitality Management 29, no. 12 (2017): 3063–81. http://dx.doi.org/10.1108/ijchm-07-2016-0389.

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Purpose Customers play a key role in value creation. Not surprisingly, research has investigated customers’ motivations to engage in the creation of value. Thus, this study aims to assess the link between mood-regulatory processes and customer participation in value creation. Design/methodology/approach This study develops a model that relates mood-regulatory processes to customer participation and customer value creation, and tests it with a sample of 419 hotel customers, using partial least squares estimation. Findings It is found that mood clarity relates directly with customer relational v

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Bilal, Ahsan, Imran Ijaz, Nouman Shoukat, and Rubeen Akhtar. "Exploring Relationship between Retail Innovativeness, Customer Value and Customer Loyalty." Review of Education, Administration & Law 5, no. 4 (2022): 579–91. http://dx.doi.org/10.47067/real.v5i4.280.

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Trends are changing in retail sector in Pakistan retailers create new or make innovation in existing products and services to attract new customers and existing customers. Retail innovation is a key of success now a day’s, customer wants creativity and innovation not only in product development but also in services, promotional techniques and in environment or store atmosphere. The aim of this study is to identifying the relationship between retail innovativeness, customer values and customer loyalty, identify how customers perceive innovativeness of retailers and mediating role of consumer va

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Juhana, Dudung. "Pengaruh Bauran Pemasaran dan Layanan Purna Jual terhadap Nilai Pelanggan serta implikasinya pada Kepuasan Pelanggan." Jurnal Ilmiah Manajemen Kontigensi 2, no. 1 (2019): 28–38. https://doi.org/10.5281/zenodo.3375699.

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<em>The current phenomenon shows that despite the growth of market share increase, but if it is not accompanied by the ability to deliver value to the customer, then the customer will in turn be abandoned. Thus it becomes an important thing for a company to perform activities of creation and adding value to the customer explained. Therefore the competition that occurs is essentially strives to create superior customer value. With regard to customer value Philip Kotler and Gary Armstrong (2008: 24) states, that by creating superior customer value, the company creates highly satisfied customers

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D. Kaltcheva, Velitchka, Anthony Patino, Michael V. Laric, Dennis A. Pitta, and Nicholas Imparato. "Customers' relational models as determinants of customer engagement value." Journal of Product & Brand Management 23, no. 1 (2014): 55–61. http://dx.doi.org/10.1108/jpbm-07-2013-0353.

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Purpose – The authors apply Alan P. Fiske's relational models framework to customers' engagement with service firms – specifically, they propose that customers who hold different relational models for the service firm are likely to engage with the firm in dissimilar ways, thus generating different types of customer engagement value for the firm. Fiske's relational models framework is eminently suitable for studying customer-service firm engagement because it is widely adopted in the social sciences as a rigorously developed framework for conceptualizing social interactions. Design/methodology/

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Pandey, Sneha, and Divesh Kumar. "Customer-to-customer value co-creation in different service settings." Qualitative Market Research: An International Journal 23, no. 1 (2020): 123–43. http://dx.doi.org/10.1108/qmr-09-2018-0106.

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Purpose This study aims to identify and classify the types of value stemming from cooperative creation of experience among customers present in various social and interaction-rich service settings, thus leading to customer–customer value co-creation. Design/methodology/approach This exploratory qualitative study uses phenomenological approach and involves ten semi-structured in-depth interviews conducted in different interaction-rich service settings. The interviews were analysed using soft laddering interview technique to uncover various customer-to-customer (C2C) co-created values. Findings

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Christopher, Martin. "From brand values to customer value." Journal of Marketing Practice: Applied Marketing Science 2, no. 1 (1996): 55–66. http://dx.doi.org/10.1108/eum0000000000007.

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Zuhdi, Saefudin, Rini Syarif, and Gempita Santi SEC. "Pengaruh Customer Relationship Marketing dan Customer Value Terhadap Customer Loyalty." Jurnal Ilmiah Manajemen Kesatuan 3, no. 1 (2015): 047–54. http://dx.doi.org/10.37641/jimkes.v3i1.816.

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The purpose of this study was to determine how much influence the Customer Relationship Marketing and Customer Value on Customer Loyalty. The author conducted research at PT. Bank Central Asia, Tbk Graha Cibinong Branch Ofice, located at Jalan Raya Bogor Km 46 Graha D6-D7. Data collection is done by distributing questionnaires to 100 respondents BCA customers Graha Cibinong, taken at random. The data processing method using validity, reliability, and classical assumptions. While the method of data analysis used is by using multiple linear regression analysis, and test hypotheses derived from d

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Li, Jing, Ayenew Darge Nigatu, Baoquan Yu, Qiaolun Gu, and Yong Yang. "Understanding Customer Value in the Mobile Internet Era." Discrete Dynamics in Nature and Society 2021 (November 29, 2021): 1–14. http://dx.doi.org/10.1155/2021/9585743.

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The advent of mobile Internet era brings both opportunities and challenges to understanding customer value in the field of customer relationship management. Traditional customer relationship management theory and practice focus on the transaction value created by individual customers and do not take into consideration enough to the huge potential commercial value behind the interaction and connection among people by means of online social services in the mobile Internet era. Towards this end, this study first analyses the new characteristics of customer behaviour in the mobile Internet era. Se

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M., S. Ishar Ali, and Leninkumar Vithya. "Customer Satisfaction as Moderator between Brand Associations and Consumer Perception of Value: The Case of Mobiile Phone Brands in Sri Lanka." International Journal of Management Sciences and Business Research 12, no. 04 (2023): 111–18. https://doi.org/10.5281/zenodo.7882769.

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<em>Brand association and customer satisfaction play a crucial role in enhancing the value perception of mobile phone customers. This study investigates the moderating effect of customer satisfaction between brand associations on customers' perceptions of value. Using a structured questionnaire, data were collected from mobile phone users in the Eastern Province of Sri Lanka. The analysis of data was conducted using SPSS 24.0 and AMOS. Customer satisfaction moderates the relationship between brand association and customer perception of value of mobile phones. Brand association has a positi

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Morgado, Andre Vilares. "The Value of Customer References to Potential Customers in Business Markets." Journal of Creating Value 4, no. 1 (2018): 132–54. http://dx.doi.org/10.1177/2394964318771799.

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The literature on referencing takes a firm stance on the value that vendors derive from marketing customer references. What the literature lacks, however, is empirical work that supports our current understanding of the value of customer references to the potential customer. The present exploratory research aims to demonstrate the value of customer references from the perspective of the potential customer. This goal will be achieved by considering a single case study that provides evidence for the value of customer references to potential customers in business markets. Three theoretical propos

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Terason, Sid, Shixin Zhao, and Pirayut Pattanayanon. "Customer value and customer brand engagement: Their effects on brand loyalty in automobile business." Innovative Marketing 17, no. 2 (2021): 90–101. http://dx.doi.org/10.21511/im.17(2).2021.09.

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The study investigates the extent to which customer value affected brand loyalty among mid-sized automobile customers in Thailand. It`s focused on assessing whether customer brand engagement acted as an intervening variable in the relationship between customer value and brand loyalty. A questionnaire was distributed to a random sample of 380 current users of medium-sized passenger automobiles in Thailand; these participants were drawn from the list of automobile customers using a multistage sampling technique. The dealership customers were asked to complete an electronic survey using their cel

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Astari, Kiptya Nur, Yunita Budi Rahayu Silintowe, and Annie Susanto. "Customer Satisfaction as the Mediating Variable Between Customers Value and Customer Loyalty." Journal of Advances in Accounting, Economics, and Management 3, no. 1 (2025): 17. https://doi.org/10.47134/aaem.v3i1.826.

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Growth in the cosmetics industry has encouraged the emergence of various beauty products in the Indonesian market, including beauty clinics. Beauty clinics offer beauty products and special treatments, ranging from face to whole-body treatments. The factors that encourage the customers to use a beauty clinic’s products are customers values. This research aimed at analyzing the impact of customers values on customers loyalty mediated by customers satisfaction variable. The sampling method in this research was simple random sampling, with 188 respondents, who were the customers of Natasha Skin C

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Ellway, Benjamin Piers William, and Alison Dean. "Habitus as a value lens to link customer engagement and value cocreation." Journal of Service Theory and Practice 30, no. 1 (2020): 57–77. http://dx.doi.org/10.1108/jstp-04-2019-0093.

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PurposeThis paper uses practice theory to strengthen the theoretical relationship between customer engagement (CE) and value cocreation (VCC), thereby demonstrating how customers may become engaged and remain engaged through VCC practices.Design/methodology/approachThe study adopts a problematization approach to identify shared assumptions evident in service-dominant logic (SDL) and CE research. Practice theory, as a higher-order perspective, is used to integrate the iterative and cyclical processes of VCC and CE, specifically through the theoretical mechanism of habitus.FindingsHabitus acts a

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Vy, Phan Dien, Thang Dinh, Lam Trong Vu, and Long Pham. "Customers' Perceived Value, Satisfaction, and Loyalty in Online Securities Trading." International Journal of E-Services and Mobile Applications 14, no. 1 (2022): 1–24. http://dx.doi.org/10.4018/ijesma.295962.

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Information and telecommunication technologies, together with the Internet, are completely changing the ways securities brokerages provide their products and services to customers. This study, conducted in a newly emerging country, looks at relationships among three major issues impacting brokerages’ Internet commerce: perceived value, customer satisfaction, and customer loyalty. It also examines whether the strength of these relationships is moderated by factors constituting customers’ technology readiness - optimism, innovativeness, discomfort, and insecurity. Results reaffirm prior research

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Lukito, Raynaldi, Tommy Christian Efrata, Liestya Padmawidjaja, and Wirawan E. D. Radianto. "The Impact of Perceived Quality and Perceived Value On Customer Satisfaction and Loyalty." 14th GCBSS Proceeding 2022 14, no. 2 (2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(22).

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One of the key elements that determines a business's financial and general success is customer loyalty. Because they are happy with the products they have already purchased, customers become loyal. Customer loyalty is ultimately a result of customer satisfaction. The purpose of this study is to ascertain whether perceived value and quality affect customers' satisfaction and loyalty with autoparts products. This study included 132 respondents who were auto parts customers. The results showed that customer satisfaction is significantly impacted by perceived quality. Customer loyalty is not direc

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Strandvik, Tore, Kristina Heinonen, and Sanna Vollmer. "Revealing business customers’ hidden value formation in service." Journal of Business & Industrial Marketing 34, no. 6 (2019): 1145–59. http://dx.doi.org/10.1108/jbim-11-2017-0259.

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Purpose This paper aims to identify how, in contrast to a provider-oriented stance where customer value is conceptualised as being controlled by the provider, customer value is formed for business customers beyond what is visible to the provider. Design/methodology/approach This paper builds on the primacy of the customer. Customer-dominant logic (CDL) is used as the conceptual underpinning, meaning that the customer, rather than the service provider or the service system, is at the centre. A case study was conducted with seven key users from three customer companies of an information and comm

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Jackson, Stuart E. "The value of prime customer relationships." Journal of Business Strategy 32, no. 6 (2011): 50–51. http://dx.doi.org/10.1108/02756661111180131.

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PurposeThe author has previously written about the concept of “strategic market position.” Simply stated, SMP is a strategic discipline which ties together the principles of customer preference, producer economics, and corporate finance and helps companies understand when and how increased market share leads to stronger competitive position and higher profitability. This enables businesses to make smart decisions about where to expand and go after increased market share – and, conversely, where not to dig in deeper. Customer Market Position (CMP) carries SMP down to the individual customer lev

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Yang, Ying, Xinyu Sun, and Jiayin Wang. "The value of reputation in electronic marketplaces." Journal of Research in Interactive Marketing 13, no. 4 (2019): 578–601. http://dx.doi.org/10.1108/jrim-11-2018-0151.

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Purpose The purpose of this study is to examine the role of customer experience moderating the relationship between reputation (online consumer reviews) and price premium. Design/methodology/approach This paper collected half-year period transaction of Nokia 5230XM and Kingston SD card from Taobao.com, the largest e-commerce platform in China. This paper combined theoretical analysis and empirical analysis together. Two-stage regression and logistic regression analysis was applied in this empirical analysis. The sensitivity analyses (robustness check) were also conducted in this paper. Finding

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Evelina, Tri Yulistyawati, Ayu Sulasari, Sanita Dhakirah, Ludfi Djajanto, Tirto Unarto, and Ita Rifiani Permatasari. "Customer Satisfaction and Customer Retention on Indonesian E-Commerce Sites: Role of Utilitarian Value and Hedonic Value." East Asian Journal of Multidisciplinary Research 4, no. 6 (2025): 2985–98. https://doi.org/10.55927/eajmr.v4i6.178.

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This research aimed to explore the role of utilitarian and hedonic values for both customer satisfaction and customer retention in the Indonesian e-commerce sites. Data collection was done by an online survey through questionnaires for 270 e-commerce customers in Indonesia. The results showed that the utilitarian value and the hedonic value positively affected customer satisfaction. Furthermore, the utilitarian value did not affect customer retention, yet the hedonic value was the one that affected customer retention. Lastly, customer satisfaction showed a positive effect on customer retention

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Aarikka-Stenroos, Leena, Martina Don Welathanthri, and Valtteri Ranta. "What Is the Customer Value of the Circular Economy? Cross-Industry Exploration of Diverse Values Perceived by Consumers and Business Customers." Sustainability 13, no. 24 (2021): 13764. http://dx.doi.org/10.3390/su132413764.

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A growing number of companies provide CE products, technologies, services, and solutions, and similarly, an increasing number of researchers have analyzed sustainable and CE business models providing knowledge about CE technology businesses. However, this research has focused almost solely on the providers’ perspective on CE business and offerings, remaining silent on the customer perspective. Therefore, this study contributes by focusing on the customer value of CE innovations and solutions, conducting an explorative qualitative multiple-case investigation among customers of diverse CE busine

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Abbas, Muchlis. "The Impact of Brand Image and Customer Relationship Management on Customer Value and Customer loyalty." Jurnal Manajemen Bisnis 10, no. 2 (2023): 837–52. http://dx.doi.org/10.33096/jmb.v10i2.700.

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This study adopted a survey method and collected cross-sectional data through questionnaires. Purposive sampling was used, i.e. the customers were Muslim and had been customers of Islamic banks in Makassar City for at least two years, resulting in a total of 278 respondents. The data analysis method used for hypothesis testing is structural equation modeling (SEM). The results of this study show that: (1) brand image has a positive and significant impact on customer value, (2) brand image has a positive and significant impact on customer value. Significant impact. Customer loyalty (3) Brand im

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Sheen, Young Seek. "Effect of Customer Engagement on Customer Value Creation and Subjective Well-being." Asian Journal of Beauty and Cosmetology 21, no. 2 (2023): 177–87. http://dx.doi.org/10.20402/ajbc.2022.0027.

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Purpose: This study analyzes the intermediate effect of customer value creation on the relationship between customer engagement and subjective well-being. It highlights the importance of customer engagement and interest while, validating the impact of customer's psychological happiness and satisfaction through customer value creation.Methods: Using the SPSS Ver.21.0 program as an analysis method, this study performed frequency analysis, factor analysis, reliability analysis, and three-stage mediated multi-regression. The survey included 240 customers who experienced experience and demonstratio

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B, Abdul Suban. "Effect of E-Banking Services on Customer Value and Customer Loyalty." Shanlax International Journal of Commerce, 6, S1 (2018): 34–40. https://doi.org/10.5281/zenodo.2532933.

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In Percent years, the Electronic Banking Services have formed to give the impression is widely as an electronic channel of conducting financial transactions to the customers. In the Tiruchirappalli commercial banks carry on to offer most of their banking transactions usingelectronically. The E - Banking services are theinternettransactions, and transferring electronic funds, whereby customers produce services forthemselves without assistance from banker.The objective of this study is to investigate the effect of electronicbanking services on Customer value and Customer loya

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Zubac, Angelina, Graham Hubbard, and Lester W. Johnson. "The RBV and value creation: a managerial perspective." European Business Review 22, no. 5 (2010): 515–38. http://dx.doi.org/10.1108/09555341011068921.

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PurposeThe paper aims to explain why the customer value construct is important to resource‐based view (RBV) scholars and how one might define it to study it.Design/methodology/approachBy a summary of the ideas behind the RBV and previously applied definitions of customer value, the paper explains why Woodruff's multidimensional definition of customer value is suited to studying customer value from a managerial perspective. To this end, it develops a framework and derives three research questions for studying how managers use the firm's resources to create customer value.FindingsIt was found th

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Danurdara, Ananta Budhi. "Pengaruh Pemasaran Eksperimental dan Pemasaran Kerelasian Pelanggan terhadap Nilai Pelanggan serta Implikasinya Terhadap Loyalitas Pelanggan Hotel." Jurnal Ilmiah Manajemen Kontigensi 4, no. 2 (2016): 92–103. https://doi.org/10.5281/zenodo.3375390.

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<em>The research objective is to get empirical evidence and found the clarity of the phenomenon, as well as the conclusion about experiential marketing implementation, Marketing Customers Relationship in creating customer value it’s Implications towards customer loyalty at star hotel of 3, 4 and 5 in the city of Bandung and West Bandung Regency. The results are expected to benefit from the practical terms and also contributed to the development of management science, especially marketing management. This study uses a quantitative approach with descriptive inductive method, namely collect

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Safari, Fariba, Narges Safari, and Gholam Ali Montazer. "Customer lifetime value determination based on RFM model." Marketing Intelligence & Planning 34, no. 4 (2016): 446–61. http://dx.doi.org/10.1108/mip-03-2015-0060.

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Purpose – One of the salient challenges in customer-oriented organizations is to recognize, segment and rank customers. Customer segmentation is usually based on customer lifetime value (CLV) measured by three purchase variables: “Recency,” “Frequency” and “Monetary.” However, due to the ambiguity of these variables, using deterministic approach is not appropriate. For tackling this matter, the purpose of this paper is to propose a new method of customer segmentation and ranking by combining fuzzy clustering (as a segmentation method) and fuzzy AHP (as a ranking method). Design/methodology/app

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Ningsih, Andria, and Rika Novita Sari. "Customer value Dan Customer Experience Terhadap Customer satisfaction." JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) 10, no. 3 (2024): 2171–78. http://dx.doi.org/10.35870/jemsi.v10i3.2610.

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Banyak perusahaan berfokus pada menciptakan pengalaman yang berharga dan berkesan dengan pelanggan. Perkembangan dirasakan salah satunya dalam bidang bisnis Swalayan bisa langsung berbelanja ditempat atau membeli dengan aplikasi omline bagi pelanggan yang malas keluar. dimana para pelaku bisnis memanfaatkan digitalisasi marketing dengan aplikasi Instagram penjualan secara online sebagai sarana dalam melayanai pembelian pelanggan. Penelitian ini bertujuan untuk menguji dan menganalisis bagaimana pengaruh Customer value dan customer experience terhadap Customer satisfaction. Populasi yang akan d

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Asgarpour, Rasoul, Abu Bakar A. Hamid, and Zuraidah Sulaiman. "A Review on Customer Perceived Value and Its Main Components." Global Journal of Business and Social Science Review (GJBSSR) Vol. 2(2) 2014 2, no. 2 (2014): 01–09. http://dx.doi.org/10.35609/gjbssr.2014.2.2(1).

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Objective- The purpose of this paper is to have a revision on customer perceived value and main components of customer value. Methodology/Technique This study was conducted to address following problem. The problem is; satisfied customers may not return to the firm and spread positive word-of-mouth communications to others despite of having customer satisfaction in a firm. Whereas customer value can help to build trust and causes willing to commit long-term relationship with a firm. Thus, customer perceived value is discussed by offering a review on the importance of customer perceived value,

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