What does value mean in business‐to‐business professional services?

Jozée Lapierre

147 citations0/0 files storedInternational Journal of Service Industry Management

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Customer Service Quality and Loyalty Outsourcing and Supply Chain Management Service and Product Innovation

Abstract

Addresses the value definition and conceptualization issues in a business‐to‐business professional services context. Finds that results of exploratory research reveal that providers and organizational customers do not perceive value as a static concept; rather, the value definition comprises a time aspect and is associated with the exchange value during the transaction itself and value in use after the transaction. Discovers that value exchange is made up of a set of quality and relational criteria, whereas value in use refers to financial, social, operational and strategic performance and furthermore, perceptual differences may be explained by the presence of causal ambiguity which refers to differences in competency level between providers and customers, between hierarchical levels and professional services.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1984A Service Quality Model and its Marketing Implications 1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1990Relationship Quality in Services Selling: An Interpersonal Influence Perspective 1970Marketing Research

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