Catalogo Articoli (Spogli Riviste)

OPAC HELP

Titolo:
Diagnosing customer value: Integrating the value process and relationship marketing
Autore:
Payne, A; Holt, S;
Indirizzi:
Cranfield Sch Management, Cranfield MK43 0AL, Beds, England Cranfield Sch Management Cranfield Beds England MK43 0AL L, Beds, England
Titolo Testata:
BRITISH JOURNAL OF MANAGEMENT
fascicolo: 2, volume: 12, anno: 2001,
pagine: 159 - 182
SICI:
1045-3172(200106)12:2<159:DCVITV>2.0.ZU;2-Y
Fonte:
ISI
Lingua:
ENG
Soggetto:
BUSINESS-TO-BUSINESS; COMPETITIVE ADVANTAGE; SERVICE QUALITY; CONSUMER PERCEPTIONS; SATISFACTION; ORIENTATION; PROFITABILITY; STAKEHOLDERS; PERSPECTIVE; CORPORATION;
Tipo documento:
Review
Natura:
Periodico
Settore Disciplinare:
Social & Behavioral Sciences
Citazioni:
182
Recensione:
Indirizzi per estratti:
Indirizzo: Payne, A Cranfield Sch Management, Cranfield MK43 0AL, Beds, England Cranfield Sch Management Cranfield Beds England MK43 0AL England
Citazione:
A. Payne e S. Holt, "Diagnosing customer value: Integrating the value process and relationship marketing", BR J MANAGE, 12(2), 2001, pp. 159-182

Abstract

The concept of value and, more specifically, customer value is of increasing interest to both academics and practitioners. This paper undertakes a substantial review of past and current literature on value and categorizes this considerable body of research into nine streams of literature. Building on the emerging relationship marketing paradigm, it then proposes a framework for relationship value management. Nine core streams of value literatureare identified and discussed: consumer values and consumer value; the augmented product concept; customer satisfaction and service quality; Be value chain; creating and delivering superior customer value; the customer's value to the firm; customer-perceived value; customer value and shareholder value; and relationship value. To date, the core focus of most of this literature has been on the nature of value from the perspective of the organization and its customers - the customer-supplier relationship. However, it is argued that the emergence of the relationship marketing paradigm has emphasized the role of other stakeholders in building relationships. An existing multiple stakeholder model of relationship marketing, the six markets model, is introduced and is integrated with key concepts from the value literatureto produce a conceptual framework for relationship value management.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 27/05/20 alle ore 13:16:02