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dc.creatorMartelo-Landroguez, Silviaes
dc.creatorBarroso Castro, Carmenes
dc.creatorCepeda-Carrión, Gabrieles
dc.date.accessioned2017-02-22T14:59:01Z
dc.date.available2017-02-22T14:59:01Z
dc.date.issued2013
dc.identifier.citationMartelo-Landroguez, S., Barroso Castro, C. y Cepeda-Carrión, G. (2013). Developing an integrated vision of customer value. Journal of services marketing, 27 (3), 234-244.
dc.identifier.issn0887-6045es
dc.identifier.urihttp://hdl.handle.net/11441/54670
dc.description.abstractPurpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer’s point of view and customer value from the firm’s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the existing literature, it is deduced that customer value can be seen as perceived value (the customer perspective) or as value creation and appropriation (the firm perspective). The paper proposes that these three types of value are equivalent in an important level and should always be interrelatedes
dc.formatapplication/pdfes
dc.language.isoenges
dc.publisherEmeraldes
dc.relation.ispartofJournal of services marketing, 27 (3), 234-244.
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 Internacional*
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectCustomer valuees
dc.subjectPerceived valuees
dc.subjectValue creationes
dc.subjectValue appropriationes
dc.subjectCustomer service managementes
dc.subjectValue analysises
dc.titleDeveloping an integrated vision of customer valuees
dc.typeinfo:eu-repo/semantics/articlees
dc.type.versioninfo:eu-repo/semantics/acceptedVersiones
dc.rights.accessrightsinfo:eu-repo/semantics/openAccesses
dc.contributor.affiliationUniversidad de Sevilla. Departamento de Administración de Empresas y Comercialización e Investigación de Mercados (Marketing)es
dc.relation.publisherversionhttp://dx.doi.org/10.1108/08876041311330726es
dc.identifier.doi10.1108/08876041311330726es
idus.format.extent11es
dc.journaltitleJournal of services marketinges
dc.publication.volumen27es
dc.publication.issue3es
dc.publication.initialPage234es
dc.publication.endPage244es

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Attribution-NonCommercial-NoDerivatives 4.0 Internacional
Except where otherwise noted, this item's license is described as: Attribution-NonCommercial-NoDerivatives 4.0 Internacional