Reviewing and conceptualising customer-perceived value

Connie K. N. Chang · Sally Dibb

70 citations0/0 files storedThe Marketing Review

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Customer-perceived value is of concern for consumers wishing to make sound purchase choices, for practitioners who are keen to improve their customers’ perceptions of value, and for researchers seeking to clarify the conceptual underpinnings of customer-perceived value and its relationship with other marketing variables. This paper synthesises the literature from marketing, economics, axiology and psychology to provide a holistic review of the customer-perceived value concept. Drawing on these sources facilitates deeper understanding and conceptualisation of customer-perceived value. Specifically, the paper seeks to understand customer-perceived value in both services and new shopping contexts, such as the online setting. The implications for researchers and managers are considered.

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References

1988Prospect theory: An analysis of decision under risk 1994The Commitment-Trust Theory of Relationship Marketing 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1973The nature of human values 2001Consumer perceived value: The development of a multiple item scale 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations

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2021How self-gratification and social values shape revisit intention and customer loyalty of Airbnb customers 2020A synthesis of constructs for modelling consumers’ perception of value from mobile-commerce (M-VAL)2018Customer satisfaction/delight and behavioural intentions of cell phone network customers – an emerging market perspective 2016How is value perceived by children?2024A meta-model of customer brand loyalty and its antecedents

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