Woodall, T

English

Nottingham Trent Institutional Repository (IRep)

A Conceptual Model of Service Quality and Its Implications for Further Research”.

A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts”. In

A Consumer Values Orientation for Materialism and Its Measurement: Scale Development and Validation”.

A cross-cultural assessment of the satisfaction formation process”.

A desires congruency model of customer satisfaction”.

A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction”.

A Dynamic Model of the Customer’s Relationship With a Continuous Service Provider: The Role of Satisfaction”.

A Prospectus for Theory Construction in Marketing”.

A Re-Examination of the Determinants of Consumer Satisfaction”.

A Revision and Empirical Test of the Extended Price-Perceived Quality Model”.

A Study of Nietzsche. Cambridge:

An Economic Approach to Understanding How Customer Satisfaction Affects Buyer Perceptions of Value”.

An Integrated Approach Toward the Spatial Modeling of Perceived Customer Value”.

An Introduction to the Theory of Value.

Available at http://www.utilitarianism.com/utilitarianism.html (Accessed 24/04/2002)

be experienced at attribute, consequence, and goal levels (Parasuraman,

Beyond Customer Satisfaction”. Management Review

Business Marketing: Understand What Customers Value”. Harvard Business Review (Nov-Dec):

Capturing the Value Of Supplementary Services”. Harvard Business Review (Jan-Feb):

Closing the Loop on Loyalty: Implement an Integrated Customer Value Management System for Improved Customer Loyalty”. Marketing Management

Comparing Consumer’s Recall of Prepurchase and Postpurchase Evaluation Experiences”.

COMPETITION VC is emphasised, or intensified, or most overtly exposed, in a competitive environment (Woodruff,

Conceptualising ‘Value for the

Conceptualising ‘Value for the Customer’

Conceptualising ‘Value for the Customer’ 30

Conceptualising ‘Value for the Customer’ 32 Tzokas,

Conceptualising ‘Value for the Customer’ 34 De

Conceptualising ‘Value for the Customer’ 40 TABLE C. PRICING FACTORS As VC to the customer increases, so does value to the company (Reichheld,

Conceptualising ‘Value for the Customer’ 40 TABLE C. PRICING FACTORS THE MARKET AS A CONTEXT Perceptions of VC are partially governed by a ‘reference price’ that is determined by surveying the market (Grewal, Monroe and Krishnan,

Conceptualising ‘Value for the Customer’ 41 APPENDIX 3 Relationship To Associated Properties (Quality, satisfaction, purchase intentions and re-purchase) Quality is central to the consumption experience, VC is central to preference and choice

Conceptualising ‘Value for the Customer’ 42

Consumer Perceived Value in Disposal Behaviour”. Academy of Marketing:

Consumer Perceptions Of Price, Quality And Value: A Means-End Model And Synthesis Of Evidence”.

Consumer Trade-Offs and The Evaluation of Services”.

Consumer Value: A Framework for Analysis and Research.

Consumer Values, Product Benefits and Customer Value: A Consumption Behaviour Approach”.

Consumers are most concerned with consequence factors associated with a purchase, rather than products themselves (Heskett, et al,

Consumption Values and Market Choices: Theory and Applications.

Cultivating Service Brand Equity”.

Customer Intimacy and Other Value Disciplines”. Harvard Business Review (Jan-Feb):

Customer Loyalty in Extended Service Settings”.

Customer Perceived Value: A Demand-Side View of its Antecedents and Outcomes

Customer Value Assessment in Business Markets: A State-of-Practice Study”.

Customer Value: The Linchpin of Organisational Change”. Organisational Dynamics (Summer):

Customer Value: The Next Source of Competitive Advantage”.

Customer Value”.

Defining Customer Satisfaction”. Academy of Marketing Science Review (Online). Available at http://www.amsreview.org/amsrev/

Delivering Value to Consumers: Implications for Strategy Development and Implementation”.

Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications.

Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications. Boca

Devaluing Value”. In

Developing a Customer Value-Based Theory of the Firm”.

Different types of customer look for different types of VC. This is true both within, and between markets (Piercy,

Different Types of Customer Service Expectations in Relation to Perceived Value”.

Discovering the Soul of Service.

Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective”.

DOMAIN VC is highly contingent upon situation (Groth and Dye,

Each customer has his/her own value model (or consumption schema; Lai,

Ethics and the Typology of Customer Value”. In

Exclusive Value and the Pricing Of Services”.

Expected Utility Hypothesis”. In

Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value”.

In Search of Value: How Price and Store Name Information Influence Buyers' Product Perceptions”.

Integration of Value Analysis and Total Quality Management: The Way Ahead in the Next Millennium”.

Intelligence Generation and Superior Customer Value”.

Introduction to the Principles of Morals and legislation.

Introductory Notes for a Postmodern Value Agenda”. In Fekete,

Know Your Customer: New Approaches to Customer Value and Satisfaction.

Linking Customer Satisfaction to Service Operations and Outcomes”. In

Listening to the Customer’s Voice: Examining Perceived Service Value Among Business College Students”.

Loyalty-Based Management”. Harvard Business Review (March-April):

Making Mass Customisation Work”.

Managing Customer Relationships for Profit: The Dynamics of Relationship Quality”.

Managing Customer Value.

Managing Customer Value”.

Managing Market Relationships”.

Market Orientation, Customer Value, and Superior Performance”.

Marketing and Operations Management: An Integrated Approach To New Ways Of Delivering Value”.

Mass Customization: Underpinnings, opportunities and limits.

Measuring Customer Value: Gaining the Strategic Advantage”.

Measuring Service Quality: Current Thinking and Future Requirements”.

Mental Accounting and Consumer Choice”.

Modeling the Relationship Between Perceived Value, Satisfaction and Repurchase Intentions in a Business-To-Business, Services Context: An Empirical Examination”.

Northbound Train. Finding the Purpose, Setting the Direction, Shaping the Destiny of Your Organisation.

On the Use of Customer Lifetime Value as a Limit on Acquisition Spending”.

Perceived quality has a potent impact upon perceived

PLEASE NOTE … Customers choose one product over another because they believe they will get better VC than they could expect from an alternative (Gale,

Possessions, Materialism and Other-Directedness in the Expression of Self”. In

PRICING FACTORS When brand quality is perceived to be high, the strength of ‘price-based’ information is reduced (Dodds,

Putting The Service-Profit Chain To Work”. Harvard Business Review (March/April):

Qualitative Data Analysis – An Expanded sourcebook.

Quality and Value in the Consumption Experience: Phaedrus Rides Again”. In

Quest for Value Mix”.

Rational buyers seek out best VC (Slater and Narver,

Realize Your Customers’ Full Profit Potential”. Harvard Business Review (September-October):

Relationship Marketing in Consumer Markets: Antecedents And Outcomes”.

SACRIFICES VERSUS BENEFITS Customers are influenced more by sacrifices than by benefits, or more by loss than gain

Satisfaction is Not Enough”.

Satisfaction: A Behavioral Perspective on the Consumer.

Service Quality and Satisfaction - The Moderating Role of Value”.

Conceptualising 'value for the customer': an attributional, structural and dispositional analysis

http://www.amsreview.org/articles/woodall12-2003.pdf

Conceptualising 'value for the customer': an attributional, structural and dispositional analysis

Abstract

Similar works

Full text

Available Versions

Nottingham Trent Institutional Repository (IRep)