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Cited by 2,180Customer Service Quality and LoyaltyService and Product InnovationCustomer churn and segmentation

The value concept and relationship marketing

Ravald, Annika, Grönroos, Christian·1996·European Journal of Marketing
DOI 10.1108/03090569610106626
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Abstract

The value concept is a basic constituent of relationship marketing. The ability to provide superior value to customers is a prerequisite when trying to establish and maintain long‐term customer relationships. Stresses the fact that the underlying construct of customer satisfaction is more than a perception of the quality received. What must be taken into account as well is the customer’s need of quality improvements and his willingness to pay for it. From a relationship perspective these aspects are fundamental, since they are both related to the costs of the parties involved. Suggests that a reduction in customer‐perceived costs may be a most recommendable method of providing value to the customer, since, done properly, it can improve the internal cost efficiency as well. It is then possible to establish and maintain mutually profitable customer relationships, which is of prime concern in relationship marketing.

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Crossref · 10.1108/03090569610106626

Cites

32 of 32 references verified0 citation errors · 0 not checkable

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  • Perceived value is positively associated with relationship quality.

    “Perceived value is positively associated with relationship quality (Moliner 2009; Ravald and Grönroos 1996), and several studies support a positive relationship between relationship quality and customer loyalty (e.g., Palmatier et al. 2006).”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Ravald and Grönroos 1996

  • Ravald and Grönroos (1996) propose that relationships develop because of the value that customers extract from a relationship with a service provider.

    “Ravald and Grönroos (1996) similarly propose that relationships develop because of the value that customers extract from a relationship with a service provider.”

    From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Ravald and Grönroos 1996

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Related

Authors
Ravald, A., & Grönroos, C.
ORCID
Grönroos, Christian
Venue
European Journal of Marketing
Publisher
Emerald
Published
1996-02-01
Volume
30
Issue
2
Pages
19-30
ISSN
0309-0566 (ISSN-L)
DOI
10.1108/03090569610106626
OpenAlex
W2078789144
Cited by
2,180
References
32
Citations by year
2026: 20 · 2025: 27 · 2024: 67 · 2023: 61 · 2022: 73 · 2021: 63 · 2020: 100 · 2019: 101 · 2018: 104 · 2017: 107 · 2016: 117 · 2015: 122 · 2014: 147 · 2013: 126 · 2012: 133
FWCI
12.83
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
European Journal of Marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords
value concepts, relationship marketing, customer satisfaction, perceived quality, willingness to pay, perceived cost, cost efficiency, long-term customer relationships

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