Value creation: an internal customers’ perspective

Debra Grace · Joseph Lo Iacono

63 citations0/0 files storedJournal of Services Marketing

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Service and Product Innovation Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

Purpose – The purpose of this paper is to understand and deliver the needs and wants of external customers. This being the case, we know quite a lot about one perspective of the value co-creation process (i.e. external customers’ perception) but very little about other stakeholder perspectives, in particular, internal customers’ perspectives of the value co-creation process. Design/methodology/approach – This paper draws on the works of Edvardssonet al.(2011), Giddens (1984), Sweeney and Soutar (200), Helkkulaet al.(2012), Herzberget al.(1959) and Wolf (1970) to build a conceptual model of value creation developed specifically from the internal customer’s perspective. Findings – The resultant conceptual model (shown in Figure 1) provides insight into the socio-structural and social exchange elements of the firm that provide the stimuli to value creation, which in the first instance, gratify (or not) the needs of internal customers and, secondly, influence the multi-dimensional value perceptions of internal customers. Originality/value – The conceptual model of this paper provides a unique, pragmatic and useful framework for understanding how internal customers derive and perceive value within the social landscape of the firm. While empirical validation of the model is essential, the model, as presented herein, provides an excellent starting point for further investigation in this important, but largely under-researched, area.

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References

1984The Constitution of Society. Outline of the Theory of Structuration 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 2003Evolving to a New Dominant Logic for Marketing 1976Motivation through the design of work: test of a theory 1976The nature and causes of job satisfaction 2001Consumer perceived value: The development of a multiple item scale 2017The Motivation to Work 1958Social Behavior as Exchange

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