Skip to main content
SpringerLink
Log in
Book cover

Annual Meeting of the European Academy of Management and Business Economics

AEDEM 2017: Economy, Business and Uncertainty: New Ideas for a Euro-Mediterranean Industrial Policy pp 327–339Cite as

Theoretical Aspects of Creating Customer Value

  • Conference paper
  • First Online:

Part of the book series: Studies in Systems, Decision and Control ((SSDC,volume 180))

Abstract

The concept of value has changed from being seen as simply a balance between benefits and sacrifices towards a process of interaction in which consumers and companies collaborate to create a joint value. The role of marketing is to help the company create value to its customers and to be superior to the competition. It is important to understand the concept of value, value for the client and creation of value for the client in order to analyze the situation of the Company and act strategically in order to be competitive.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD   219.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  • Adner, R., Zemsky, P.: A Demand-based perspective on sustainable competitive advantage. Stategic Manag. J. 27, 215–239 (2006)

    Google Scholar 

  • Anderson, J.C., Narus, J.A.: Business marketing: Understand what customers value. Harvard Bus. Rev. 76(6), 53–65 (1998)

    Google Scholar 

  • Anderson, J.C., Gerbing, D.W.: Structural equation modelling in practice: a review and recommended two step approach. Psychol. Bull. 103(3), 411–423 (1988)

    Article  Google Scholar 

  • Anderson, J.C., Jain, D.C., Chintagunta, P.K.: Customer value assessment in business markets: a state-of-practice study. J. Bus.-to-Bus. Mark. 1(1), 3–29 (1993)

    Article  Google Scholar 

  • Anderson, J.C., Hakansson, H., Johanson, J.: Dyadic business relationships within a business network context. J. Mark. 58(4), 1–15 (1994)

    Article  Google Scholar 

  • Anderson, J.C., Narus, J.A.: Capturing the value of supplementary services. Harvard Bus. Rev. 73(1), 75–83 (1995)

    Google Scholar 

  • Anderson, J.: Relationships in business markets: exchange episodes, value creation and their empirical assessmen t. J. Acad Mark. Sci. 23(4), 346–350 (1995)

    Article  Google Scholar 

  • Anderson, E.W.: An economic approach to understanding how customer satisfaction affects buyer perceptions of value. In: Stewart, D.W., Vilcassim, N. (eds.) Proceedings of the AMA Winter Conference: Marketing Theory and Applications. vol. 6, pp. 102–106 (1995)

    Google Scholar 

  • Anderson, J.C., Narus, J.A.: Business marketing: understand what customer value. Harvard Bus. Rev. 76(6), 53–65 (1998)

    Google Scholar 

  • Anderson, J.C., Thomson, J.B.L., Wynstra, F.: Combining price and value to make purchase decisions in business markets. Int. J. Res. Mark. 17(4), 307–329 (2000)

    Article  Google Scholar 

  • Arias, L.: Metodología de la Investigación. Trillas, México (2007)

    Google Scholar 

  • AMA.: Asociación Americana de Marketing en www.ama.org

  • American Marketing Association. J. Mark. (2007)

    Google Scholar 

  • Ballantyne, D., Varey, R.J.: Creating value-in-use through marketing interaction: the exchange logic of relating, communicating and knowing. Mark. Theory 6(3), 335–348 (2006)

    Article  Google Scholar 

  • Biggemann, S., Buttle, F.: Conceptualising business-to-business relationship value. In: Wynstra, W. (ed.) Proceedings of the 21st Annual IMP Conference: Dealing with Dualities Erasmus University: Industrial Marketing and Purchasing (IMP) Group (2005)

    Google Scholar 

  • Carr, L.P., Ittner, C.D.: Measuring the cost of ownership. J. Cost Manage. 42–51 (1992, Fall)

    Google Scholar 

  • Flint, D.J., Woodruff, R.B., Gardial, S.F.: Customer value change in industrial marketing relationships, A call for new strategies and research. Ind. Mark. Manage. 26(2), 163–175 (1997)

    Article  Google Scholar 

  • Ford, D., McDowell, R.: Managing business relationships by analysing the effects and value of different actions. In: Ind. Mark. Manage. 28(3), 429–442 (1999)

    Article  Google Scholar 

  • Corsaro, D.: Relationship Value in Business Markets: Strategic, Relational and Technological. In: 8th Global Conference on Business & Economics. Universita Cattolica del Sacro Cuore di Milano, Florence (2008)

    Google Scholar 

  • Gale, B.T.: Managing Customer Value: Creating Quality and Service That Customers Can See. The Free Press, New York (1994)

    Google Scholar 

  • Goodwin, R., Ball, B.: Closing the Loop on Lotalty, Primavera, 25–34 (1999)

    Google Scholar 

  • Grönroos, C.: Value-driven relational marketing: from products to resources and competencies. J. Mark. Manag. 13(5), 407–419 (1997)

    Article  Google Scholar 

  • Grönroos, C.: On defining marketing: finding a new roadmap for marketing. Mark. Theory 6(4), 395–418 (2006)

    Article  Google Scholar 

  • Grönroos, C.: The relationship marketing process: communication, interaction, dialogue, value. J. Bus. Ind. Mark. 19(2), 99–113 (2004). https://doi.org/10.1108/08858620410523981

    Article  Google Scholar 

  • Gronroos, C.: From marketing mix to relationship marketing: towards a paradigm shift in marketing. Asia-Aust. Mark. J. 2(1), 9–29 (1994)

    Google Scholar 

  • Holbrook, M.B.: The nature of customer value. In: Rust, R.T., Oliver, R. L. (eds.) Service Quality: New Directions in Theory and Practice, pp. 21–71. Sage Publication, Thousand Oaks (1994)

    Google Scholar 

  • Huber, F., Herrmann, A., Morgan, R.E.: Gaining competitive advantage through customer value oriented management. J. Consum. Mark. 18(1), 41–53 (2001)

    Article  Google Scholar 

  • Johnson, M.D., Herrmann A., Huber F.: The Evolution of Loyalty Intentions. Am. Mark. Assoc. 70, 122–132 (2006)

    Article  Google Scholar 

  • Kothari, A., Lackner J.: A value based approach to management. J. Bus. Ind. Mark. 21(4), 243–249 (2006)

    Article  Google Scholar 

  • Homburg, C., Garbe, B.: Towards an improved understanding of industrial services: quality dimensions and their impact on buyer-seller relationships. J. Bus.-To Bus. Mark. 6(2), 39–71 (1999)

    Article  Google Scholar 

  • Kothandaraman, P., Wilson, D.T.: Implementing relationship strategy. Ind. Mark. Manag. 29(4), 339–349 (2000)

    Article  Google Scholar 

  • Porter, M.E.: What is strategy? Harvard Bus. Rev. 44, 61–78 (1996)

    Google Scholar 

  • Parasuraman, A.: Reflections on gaining competitive advantage through customer value. J. Acad. Mark. Sci. 25(2), 154–161 (1997)

    Article  Google Scholar 

  • Martin, D.: El Valor Percibido como Determinante de la Fidelidad del Cliente. Universidad de Sevilla, Tesis Doctoral (2001)

    Google Scholar 

  • Martin, D., Barroso, C., Martin, E.: El Valor Percibido de un Servicio. Rev. Esp. Investig. Mark. ESIC 8(1), 47–73 (2004)

    Google Scholar 

  • Lindgreen, A., Wynstra, F.: Value in business markets: What do we know? Where are we going? Ind. Mark. Manage. 34, 732–748 (2005)

    Article  Google Scholar 

  • Mocciaro, A., Battista, G.: The development of the resource-based firm between value appropriation and value creation. Adv. Strat. Manag. 22, 153–188 (2005)

    Google Scholar 

  • Mizik, N., Jacobson, R.: Trading off between value creation and value appropriation: the financial implications of shifts in strategic emphasis creation. J. Mark. 67, 63–76 (2003)

    Article  Google Scholar 

  • Normann, R., Ramírez, R.: From value chain to value constellation: Designing interactive strategy. Harvard Bus. Rev. 71(4), 65– 77 (1993)

    Google Scholar 

  • Payne, A., Holt, S.: Diagnosing customer value: integrating the value process and relationship marketing. Br. J. Manag. 12(2), 159–182 (2001)

    Article  Google Scholar 

  • Prahalad, C.K., Ramaswamy, V.: Co-creation experiences: the next practice in valuecreation. J. Interact. Mark. 18(3), 5–14 (2004)

    Article  Google Scholar 

  • Ponsonby, S., Boyle, E.: The ‘value of marketing’ and the marketing of value in contemporary times—A literature review and research agenda. J. Mark. Manage. 20(3-4), 343–361 (2004)

    Article  Google Scholar 

  • Ramírez, R.: Value co-production: Intellectual origins and implications for practice and research. Strateg. Manag. J. 20, 49–65 (1999)

    Article  Google Scholar 

  • Ravald, A., Gronroos, C.: The value concept and relationship marketing. Eur. J. Mark. 30(2), 19–30 (1996)

    Article  Google Scholar 

  • Ritter, T., Wilkinson, I.F., Johnston, W.J.: Managing in complex networks. Ind. Mark. Manag. 33(3), 175–183 (2004)

    Article  Google Scholar 

  • Rojas, R.: El Proceso de la Investigación Científica. Trillas, México (2007)

    Google Scholar 

  • Setijono, D., Dahlgard, J.J.: Customer Value as a key performance indicator (KPI) and a key improvement indicator (KII). Measur. Bus. Excell. 11(2), 44–61 (2007)

    Article  Google Scholar 

  • Slater, S.F.: Developing a customer value-based theory of the firm. J. Acad. Mark. Sci. 25(2), 162–167 (1997)

    Article  Google Scholar 

  • Slater, S.F., Narver, J.C.: Market orientation, customer value, and superior performance. Bus. Horiz. 37(2), 22–28 (1994)

    Article  Google Scholar 

  • Tuominen, M.: Channel collaboration and firm value proposition. Int. J. Retail. Distrib. Manag. 32(4), 178–189 (2004)

    Article  Google Scholar 

  • Tzokas, N., Saren, M.: Value transformation in relationship marketing. Australas. Mark. J. 7(1), 52–62 (1999)

    Article  Google Scholar 

  • Ulaga, W.: Capturing value creation in business relationships: a customer perspective. Ind. Mark. Manag. 32(8), 677–693 (2003)

    Article  Google Scholar 

  • Ulaga, W., Chacour, S.: Measuring customer perceived value in business markets. Ind. Mark. Manag. 30(6), 525–540 (2001)

    Article  Google Scholar 

  • Ulaga, W., Eggert, A.: Relationship value in business markets: the construct and its dimensions. J. Bus.-To-Bus. Mark. 12(1), 73–99 (2005)

    Article  Google Scholar 

  • Ulaga, W., Eggert, A.: Value based differentiation in business relationships: gaining and sustaining key supplier status. J. Mark. 70(1), 119–136 (2006a)

    Article  Google Scholar 

  • Ulaga, W., Eggert, A.: Relationship value and relationship quality. Eur. J. Mark. 40(3/4), 311–327 (2006b)

    Article  Google Scholar 

  • van der Haar, J.W., Kemp, R.G.M., Omta, O.: Creating value that cannot be copied. Ind. Mark. Manag. 30(8), 627–636 (2001)

    Article  Google Scholar 

  • Walter, A., Muller, T.A., Helfert, G., Ritter, T.: Functions of industrial supplier relationships and their impact on relationship quality. Ind. Mark. Manag. 32(2), 159–169 (2003)

    Article  Google Scholar 

  • Walter, A., Ritter, T., Gemqnden, H.G.: Value creation in buyer–seller relationships. Ind. Mark. Manage. 30(4), 365–377 (2001)

    Article  Google Scholar 

  • Wilson, D.: An integrated model of buyer-seller relationships. J. Acad. Mark. Sci. 23(4), 55–66 (1995)

    Article  Google Scholar 

  • Wilson, D.T., Jantrania, S.: Understanding the value of a relationship. Asia-Aust. Mark. J. 2(1), 55–66 (1994)

    Article  Google Scholar 

  • Woodruff, R.: Customer value: the next source for competitive advantage. J. Acad. Mark. Sci. 25(2), 139–153 (1997)

    Article  Google Scholar 

  • Woodruff, R.B., Gardial, S.: Know your Customers–New Approaches to Understanding Customer Value and Satisfaction. Blackwell, Oxford (1996)

    Google Scholar 

  • Zander, I., Zander, U.: Knowledge and the speed of the transfer and imitation of organizational capabilities: an empirical test. Organ. Sci. 6(1), 76–92 (2005)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Universidad Nacional Autónoma de México, UNAM, Ciudad de México, CDMX, Mexico

    José Alfredo Delgado-Guzmán

  2. Universidad Michoacana de San Nicolás de Hidalgo, UMSNH, Morelia, Michoacán, México

    Bertha Molina-Quintana & María Berta Quintana-León

Authors
  1. José Alfredo Delgado-Guzmán
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Bertha Molina-Quintana
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. María Berta Quintana-León
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Bertha Molina-Quintana .

Editor information

Editors and Affiliations

  1. Departament d’Empresa, Universitat de Barcelona, Barcelona, Spain

    Jaime Gil-Lafuente

  2. Mediterranea University of Reggio Calabria, Reggio Calabria, Italy

    Domenico Marino

  3. Department of Civil, Energy, Environment and Materials Engineering, Mediterranea University of Reggio Calabria, Reggio Calabria, Italy

    Francesco Carlo Morabito

Rights and permissions

Reprints and permissions

Copyright information

© 2019 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Delgado-Guzmán, J.A., Molina-Quintana, B., Quintana-León, M.B. (2019). Theoretical Aspects of Creating Customer Value. In: Gil-Lafuente, J., Marino, D., Morabito, F. (eds) Economy, Business and Uncertainty: New Ideas for a Euro-Mediterranean Industrial Policy. AEDEM 2017. Studies in Systems, Decision and Control, vol 180. Springer, Cham. https://doi.org/10.1007/978-3-030-00677-8_26

Download citation

Publish with us

Policies and ethics

Search

Navigation