The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
Customer perceived value: a substitute for satisfaction in business markets?
Abstract
In recent years, there has been a resurgence of interest in the value construct among both marketing researchers and practitioners. Despite a growing body of research, it is still not clear how value interacts with related marketing constructs. Researchers have called for an investigation of the interrelationship between customer satisfaction and customer value to reduce the ambiguities surrounding both concepts. Investigates whether customer value and satisfaction represent two theoretically and empirically distinct concepts. Also addresses whether value is a better predictor of behavioral outcomes than satisfaction in a business marketing context. Two alternative models are developed and empirically tested in a cross‐sectional survey with purchasing managers in Germany. The first model suggests a direct impact of perceived value on the purchasing managers’ intentions. In the second model, perceived value is mediated by satisfaction. This research suggests that value and satisfaction can be conceptualized and measured as two distinct, yet complementary constructs.
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Cites
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Cited by
Chen, Y., & Chang, C. (2012) · Management Decision · doi:10.1108/00251741211216250 · Cited by 1,370
Ryu, K., Lee, H., & Gon Kim, W. (2012) · International Journal of Contemporary Hospitality Management · doi:10.1108/09596111211206141 · Cited by 1,254
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Self-citationSocial media: Influencing customer satisfaction in B2B sales
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016) · Industrial Marketing Management · doi:10.1016/j.indmarman.2015.09.003 · Cited by 579
The customer value proposition: evolution, development, and application in marketing
Payne, A., Frow, P., & Eggert, A. (2017) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-017-0523-z · Cited by 440
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Metadata
- Authors
- Eggert, A., & Ulaga, W.
- Venue
- Journal of Business & Industrial Marketing
- Publisher
- Emerald
- Published
- 2002-04-01
- Volume
- 17
- Issue
- 2/3
- Pages
- 107-118
- ISSN
- 0885-8624 (ISSN-L)
- OpenAlex
- W2021949104
- Cited by
- 1,268
- References
- 8
- FWCI
- 21.14
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
