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Measuring Customer-Perceived Value in Business Markets · Study

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ArticleMeasuring Customer-Perceived Value in Business Markets

Wolfgang Ulaga2001

Article2001

Measuring Customer-Perceived Value in Business Markets

Wolfgang Ulaga · Samir Chacour

579 citations·0/0 files stored·Industrial Marketing Management

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Assessing Construct Validity in Organizational Research 1970Information and Consumer Behavior 1992A National Customer Satisfaction Barometer: The Swedish Experience 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1973Free Competition and the Optimal Amount of Fraud 1990Delivering quality service: balancing customer perceptions and expectations

Cited by

2004The relationships among perceived quality, perceived risk and perceived product value 2005Relationship Value in Business Markets: The Construct and Its Dimensions 2017Role of social media in retail network operations and marketing to enhance customer satisfaction 2007Customer value in the hotel industry: What managers believe they deliver and what customer experience 2012The integration of value-based adoption and expectation–confirmation models: An example of IPTV continuance intention

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2001Customer satisfaction in industrial markets: dimensional and multiple role issuesarticle · 13 shared references 2005Understanding Customer Value in Business-to-Business Relationshipsarticle · 8 shared references 2002Service quality, customer satisfaction and behavior intentionsarticle · 8 shared references 2009Business-to-business brand management: Theory, research and executive case study exerciseschapter · 8 shared references 2004Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industriesarticle · 7 shared references 2012Examining the Product Quality Attributes That Influences Customer Satisfaction Most When the Price Was Discounted: A Case Study in Kuching Sarawakarticle · 7 shared references

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Year2001

Typearticle

Published2001-08-01

VenueIndustrial Marketing Management

ISSN-L0019-8501

Languageen

Citations579

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0019-8501(99)00122-4

openalex_workW15012861

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2004Comprendre et mesurer la valeur du point de vue du consommateur

2007Customer perceived value in B-t-B service relationships: Investigating the importance of corporate reputation

2013The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise