Summary
Contents
Subject index
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
The Nature of Customer Value: An Axiology of Services in the Consumption Experience
The Nature of Customer Value: An Axiology of Services in the Consumption Experience
This chapter focuses on the neglected role of value in consumer behavior and service provision. Toward that end, it views all products as performing services that potentially provide value-creating consumption experiences. Drawing on work in axiology, it defines value as an interactive relativistic preference experience and suggests a taxonomy that distinguishes among eight key types of customer value. It concludes with some suggestions about fruitful directions for future research on the nature of value in the consumption experience.
Customer Value as the Fundamental Basis for Marketing
Two decades ago, in their path-breaking attempts to broaden the ...
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