The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Exploring the Phenomenon of Customers' Desired Value Change in a Business-to-Business Context
Abstract
Increasingly, organizations are pushed to adopt customer value strategies in order to grow profits and ensure long-term survival. Yet little is known about the dynamic nature of how customers perceive value from suppliers. The authors present findings from a grounded theory study conducted in a business-to-business context that sheds light on the nature of customers' desired value change and related contextual conditions. The authors discover that the phenomenon of customers' desired value change typically occurs in an emotional context, as managers try to cope with feelings of tension. The phenomenon extends well past the change itself into strategies customers use to motivate suppliers to meet their changed needs. Customers' value change provides a reason for customers to seek, maintain, or move away from relationships with suppliers.
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Cites
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Self-citation
Cited by
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005) · Journal of Marketing · doi:10.1509/jmkg.2005.69.4.177 · Cited by 966
Characterizing Value as an Experience: Implications for Service Researchers and Managers
Helkkula, A., Kelleher, C., & Pihlström, M. (2012) · Journal of Service Research · doi:10.1177/1094670511426897 · Cited by 605
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Flint, D. J., Larsson, E., Gammelgaard, B., & Mentzer, J. T. (2005) · Journal of Business Logistics · doi:10.1002/j.2158-1592.2005.tb00196.x · Cited by 458
Self-citationCustomer value anticipation, customer satisfaction and loyalty: An empirical examination
Flint, D. J., Blocker, C. P., & Boutin, P. J. (2011) · Industrial Marketing Management · doi:10.1016/j.indmarman.2010.06.034 · Cited by 380
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Metadata
- Authors
- Flint, D. J., Woodruff, R. B., & Gardial, S. F.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2002-10
- Volume
- 66
- Issue
- 4
- Pages
- 102-117
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2130168387
- Cited by
- 801
- References
- 9
- FWCI
- 26.97
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
