Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 4,656

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

Customer value: The next source for competitive advantage

Woodruff, Robert B.·1997·Journal of the Academy of Marketing Science
DOI 10.1007/bf02894350
Open this paper in CoChat — free account

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1007/bf02894350

Cites

3 of 3 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Research works printed but not linked: 55

  1. Anderson, James C., Dipak C. Jain, and Pradeep K. Chintagunta. 1993. “Customer Value Assessment in Business Markets: A State-of-Practice Study.”Journal of Business to Business Marketing 1 (1): 3–30. · DOI · Paper page
  2. Band, William A. 1991.Creating Value for Customers. New York: John Wiley.
  3. Birch, Eric N. 1990. “Focus on Value.” InCreating Customer Satisfaction. Research Report No. 944. New York: The Conference Board, 3–4.
  4. Burns, Mary Jane. 1993.Value in Exchange: The Consumer Perspective. Knoxville: The University of Tennessee.
  5. ————— and Robert B. Woodruff. 1992. “Delivering Value to Consumers: Implications for Strategy Development and Implementation.” InMarketing Theory and Applications. Eds. Chris T. Allen, Thomas J. Madden, Terence A. Shimp, Roy D. Howell, George M. Zinkhan, Deborah D. Heisley, Richard J. Semenik, Peter Dickson, Valarie Zeithaml, and Roger L. Jenk. Chicago: American Marketing Association, 209–216.
  6. Butz, Howard E., Jr. and Leonard D. Goodstein. 1996. “Measuring Customer Value: Gaining the Strategic Advantage.”Organizational Dynamics 24 (Winter): 63–77. · DOI · Paper page
  7. Carothers, Harlon G., Jr. and Mel Adams. 1991. “Competitive Advantage Through Customer Value: The Role of Value Based Strategies.” InCompeting Globally Through Customer Value. Eds. Michael J. Stahl and Gregory M. Bounds. New York: Quorum, 32–66.
  8. Clemons, D. Scott and Robert B. Woodruff. 1992. “Broadening the View of Consumer (Dis)satisfaction: A Proposed Means-End Disconfirmation Model of CS/D.” InMarketing Theory and Applications. Eds. Chris T. Allen, Thomas J. Madden, Terence A. Shimp, Roy D. Howell, George M. Zinkhan, Deborah D. Heisley, Richard J. Semenik, Peter Dickson, Valarie Zeithaml, and Roger L. Jenk. Chicago: American Marketing Association, 209–216.
  9. Dabholkar, Pratibha A., Wesley J. Johnson, and Amy S. Cathey. 1994. “The Dynamics of Long-Term Business-to-Business Exchange Relationships.”The Journal of the Academy of Marketing Science 22 (Spring): 130–145. · DOI
  10. Day, George S. 1990.Market Driven Strategy: Processes for Creating Value. New York: Free Press.
  11. ————— 1994. “Capabilities of Market-Driven Organizations.”Journal of Marketing 58 (October): 37–52. · DOI
  12. ————— and Robin Wensley. 1988. “Assessing Advantage: A Framework for Diagnosing Competitive Superiority.”Journal of Marketing 52 (April): 1–20. · DOI
  13. Dutka, Alan. 1994.AMA Handbook for Customer Satisfaction. Lincolnwood, IL: NTC Business Books.
  14. Flint, Daniel J., Robert B. Woodruff, and Sarah Fisher Gardial. 1997. “Customer Value Change in Industrial Marketing Relationships: A Call for New Strategies and Research.”Industrial Marketing Management: forthcoming. · DOI · Paper page
  15. Gale, Bradley T. 1994.Managing Customer Value. New York: Free Press.
  16. Garver, Michael S. and Sarah Fisher Gardial. 1996. “The Role of the Salesperson in Delivering Customer Value: A Situational Analysis.” InExpanding Marketing Horizons Into the 21st Century. Ed. David L. Moore. Syracuse, NY: Association of Marketing Theory and Practice, 243–249.
  17. Garvin, David A. 1983. “Quality on the Line.”Harvard Business Review 61 (September–October): 64–75.
  18. Griffin, Abbie and John R. Hauser. 1993. “The Voice of the Customer.”Marketing Science 12 (Winter): 1–27. · DOI · Paper page
  19. Gutman, Jonathan. 1982. “A Means-End Chain Model Based on Consumer Categorization Processes.”Journal of Marketing 46 (Spring): 60–72. · DOI · Paper page
  20. Hall, Gene, Jim Rosenthal, and Judy Wade. 1993. “How to Make Reengineering Really Work.”Harvard Business Review 71 (November–December): 119–133.
  21. Hamel, Gary and C. K. Prahalad. 1994.Competing for the Future. Boston: Harvard Business School Press.
  22. Hauser, John R. and Don Clausing. 1988. “The House of Quality.”Harvard Business Review 3 (May–June): 63–73.
  23. Hayes, Bob E. 1992.Measuring Customer Satisfaction. Milwaukee, WI: ASQC Quality Press.
  24. Holbrook, Morris B. 1994. “The Nature of Customer Value: An Axiology of Services in the Consumption Experience.” InService Quality: New Directions in Theory and Practice. Eds. Roland Rust and Richard L. Oliver. Newbury Park, CA: Sage, 21–71. · DOI · Paper page
  25. Jaworski, Bernard and Ajay Kohli. 1993. “Market Orientation: Antecedents and Consequences.”Journal of Marketing 57 (July): 53–70. · DOI · Paper page
  26. Jenkins, Mark. 1996. “Making Sense of Customers: An Evaluation of the Role of the Customer in the Subjective Strategies of Senior Managers.”Journal of Strategic Marketing 4 (June): 95–116. · DOI
  27. Jones, Thomas O. and W. Earl Sasser. 1995. “Why Satisfied Customers Defect.”Harvard Business Review 73 (November–December): 88–99.
  28. Lai, Albert Wenben. 1995. “Consumer Values, Product Benefits and Customer Value: A Consumption Behavior Approach.” InAdvances in Consumer Research. Eds. Frank R. Kardes and Mita Sujan. Provo, UT: Association for Consumer Research, 381–388.
  29. Leonard, Frank S. and W. Earl Sasser. 1982. “The Incline of Quality.”Harvard Business Review 61 (September–October): 163–171.
  30. McLeod, Raymond, Jr. and John C. Rogers. 1985. “Marketing Information Systems: Their Current Status in Fortune 1000 Companies.”Journal of Management Information Systems 1 (Spring): 57–75. · DOI
  31. Mentzer, John T., Carol C. Bienstock, and Kenneth B. Kahn. 1995. “Benchmarking Satisfaction.”Marketing Management 4 (Summer): 41–46.
  32. Monroe, Kent B. 1990.Pricing: Making Profitable Decisions. New York: McGraw-Hill.
  33. Narver, John C. and Stanley F. Slater. 1990. “The Effect of a Market Orientation on Business Profitability.”Journal of Marketing 54 (October): 20–35. · DOI · Paper page
  34. Naumann, Earl. 1995.Creating Customer Value. Cincinnati, OH: Thompson Executive Press.
  35. Oliver, Richard L. 1997.Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
  36. Parasuraman, A., Leonard A. Berry, and Valarie Zeithaml. 1985. “A Conceptual Model of Service Quality and Its Implications for Future Research.”Journal of Marketing 49 (Fall): 41–50. · DOI · Paper page
  37. Park, C. Whan, Bernard J. Jaworski, and Deborah J. MacInnis. 1986. “Strategic Brand Concept-Image Management.”Journal of Marketing 50 (October): 135–145. · DOI
  38. Porter, Michael E. 1980.Competitive Strategy. New York: Free Press.
  39. Reynolds, Thomas J. and Jonathan Gutman. 1988. “Laddering Theory, Method, Analysis, and Interpretation.”Journal of Advertising Research (February/March): 11–31.
  40. Richins, Marsha L. 1994a. “Special Possessions and the Expression of Material Values.”Journal of Consumer Research 21 (December): 522–533. · DOI · Paper page
  41. ————— 1994b. “Valuing Things: The Public and Private Meanings of Possessions.”Journal of Consumer Research 21 (December): 504–521. · DOI
  42. Schwartz, Barry. 1990. “The Creation and Destruction of Value.”American Psychologist 45 (1): 7–15. · DOI
  43. Senge, Peter M. 1990. “The Leader’s New Work: Building Learning Organizations.”Sloan Management Review 12 (Fall): 7–24.
  44. Sharma, Arun and Douglas M. Lambert. 1994. “How Accurate Are Salespersons’ Perceptions of Their Customers?”Industrial Marketing Management 23: 357–365. · DOI
  45. Sheth, Jagdish N., Bruce I. Newman, and Barbara L. Gross. 1991.Consumption Values and Market Choices: Theory and Applications. Cincinnati, OH: Southwestern Publishing.
  46. Slater, Stanley F. and John C. Narver. 1995. “Market Orientation and the Learning Organization.”Journal of Marketing 59 (July): 63–74. · DOI · Paper page
  47. Slywotzky, Adrian J. 1996.Value Migration. Boston: Harvard Business School Press.
  48. Spreng, Richard A., Scott B. MacKenzie, and Richard W. Olshavsky. 1996. “A Reexamination of the Determinants of Consumers’ Satisfaction.”Journal of Marketing 60 (July): 15–32. · DOI · Paper page
  49. Taguchi, Genichi and Don Clausing. 1990. “Robust Quality.”Harvard Business Review 90 (January–February): 65–75.
  50. Westbrook, Robert A. and Michael D. Reilly. 1983. “Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction.” InAdvances in Consumer Research. Eds. Richard P. Bagozzi and Alice M. Tybout. Ann Arbor, MI: Association of Consumer Research, 256–261.
  51. Woodruff, Robert B., D. Scott Clemons, David W. Schumann, Sarah F. Gardial, and Mary Jane Burns. 1991. “The Standards Issue in CS/D Research: A Historical Perspective.”Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior 4: 103–109.
  52. ————— and Sarah Fisher Gardial. 1996.Know Your Customer: New Approaches to Customer Value and Satisfaction. Cambridge, MA: Blackwell.
  53. Wright, Linda Berns, David W. Schumann, J. Robert Graves, Sarah Fisher Gardial, and Robert B. Woodruff. 1994. “Extending the Role of Advertising to Post Purchase Activity: A Model for Going Beyond the Sale.” InMarketing Theory and Applications. Eds. C. Whan Park and Daniel C. Smith. Chicago: American Marketing Association, 30–35.
  54. Zaltman, Gerald. 1996. “Metaphorically Speaking: New Technique Uses Multidisciplinary Ideas to Improve Qualitative Research.”Marketing Research 8 (Summer): 13–20.
  55. Zeithaml, Valarie A. 1988. “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence.”Journal of Marketing 52 (July): 2–22. · DOI · Paper page

Cited by

See all 4,656

Metadata

Authors
Woodruff, R. B.
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
1997-03
Volume
25
Issue
2
Pages
139-153
ISSN
  • 0092-0703 (ISSN-L)
  • 1552-7824
DOI
10.1007/bf02894350
OpenAlex
W1997176931
Cited by
4,656
References
3
FWCI
51.32
Type
journal article
Language
en
Open access
closed
Licence
www.springer.com/tdm (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.