17,671
Views
528
CrossRef citations to date
0
Altmetric
Original Article

Customer Value Creation: A Practical Framework

&
Pages 7-23 | Published online: 08 Dec 2014

References

  • Band, William (1991), Creating Value for Customers, New York: John Wiley.
  • Bolton, Ruth N., and Katherine N. Lemon (1999), "A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction," Journal of Marketing Research36 (May), 171-186.
  • Butz, Howard, and Leonard Goodstein (1996), "Measuring Customer Value: Gaining the Strategic Advantage," Organizational Dynamics24 (Winter), 63-77.
  • Cooper, Robert G. (2001), Winning at New Products, 3d ed., New York: Perseus.
  • De Ruyter, Ko, and Josee Bloemer (1999), "Customer Loyalty in Extended Service Settings," International Journal of Service Industry Management10 (3), 320-336.
  • Gaglio, Connie-Marie (1997), "Opportunity Identification: Review, Critique, and Suggested Research Directions," in Advances in Entrepreneurship, Firm Emergence, and Growth, vol. 3 J.A. Katz, ed., Greenwich, CT: JAI Press, 139-202.
  • Gale, Bradley T. (1994), Managing Customer Value, New York: Free Press.
  • Grönroos Christian (1997), "Value-Driven Relationship Marketing: From Products to Resources and Competencies," Journal of Marketing Management, 13 (5) 407-419.
  • Heard, Ed (1993-94), "Walking the Talk of Customer Value," National Productivity Review, 11 (Winter), 21-27.
  • Holbrook, Morris B. (1994), "The Nature of Customer Value: An Axiology of Services in the Consumption Experience," in Service Quality: New Directions in Theory and Practice, R.T. Rust and R.L. Oliver, eds., Thousand Oaks, CA: Sage, 21-71.
  • Holbrook, Morris B. (1999), Consumer Value: A Framework for Analysis and Research, London: Routledge.
  • Holbrook, Morris B. (2005), "Customer Value and Autoethnography: Subjective Personal Introspection and the Meanings of a Photograph Collection," Journal of Business Research58 (1), 45-61.
  • Hunt, Shelby (1999), "The Strategic Imperative and Sustainable Competitive Advantage: Public Policy Implications of Resource-Advantage Theory," Journal of the Academy of Marketing Science, 27 (2), 144-159.
  • Hunt, Shelby, and Robert Morgan (1997), "Resource Advantage Theory: A Snake Swallowing Its Tail or a General Theory of Competition?" Journal of Marketing, 61 (3), 74-82.
  • Kaplan, Robert S., and David P. Norton (1992), "Balanced Scorecard: Measures That Drive Performance," Harvard Business Review, 70 (January-February), 71-79.
  • Lapierre, Jozee (2000), "Customer Perceived Value in Industrial Contexts," Journal of Business and Industrial Marketing, 15 (2-3), 122-140.
  • Lapierre, Jozee, and D. Deneault (1997), "What Does Value Mean in Business-to-Business Professional Services?" International Journal of Service Industry Management, 8 (5), 377-397.
  • Liu, Annie H., Mark P. Leach, and Kenneth L. Bernhardt (2005), "Examining Customer Value Perceptions of Organizational Buyers When Sourcing from Multiple Vendors," Journal of Business Research, 58 (5), 559-568.
  • Menon, Ajay, Christian Homburg, and Nikolas Beutin (2005), "Understanding Customer Value in Business-to-Business Relationships," Journal of Business-to-Business Marketing12 (2), 1-35.
  • Möller, Kristian E., and Pekke Törrönen (2003), "Business Suppliers' Value Creation Potential: A Capability-Based Analysis," Industrial Marketing Management32 (2), 109-118.
  • Oliver, Ryan L. (1999), "Value as Excellence in the Consumption Experience," in Consumer Value: A Framework for Analysis and Research, Morris B. Holbrook, ed., New York: Routledge, 43-62.
  • Parasuraman, A. (1997), "Reflections on Gaining Competitive Advantage Through Customer Value," Journal of the Academy of Marketing Science, 25 (2), 154-161.
  • Park, C. Whan, Bernard Jawarski, and Deborah MacInnis (1986), "Strategic Brand Concept-Image Management," Journal of Marketing, 50 (October), 135-145.
  • Porter, Michael (1985), Competitive Advantage, New York: Free Press.
  • Ravald, Annika, and Christian Grönroos (1996), "The Value Concept and Relationship Marketing," European Journal of Marketing, 30 (1), 19-30.
  • Richins, Marsha L. (1994), "Special Possessions and the Expression of Material Values," Journal of Consumer Research, 21 (December), 522-533.
  • Shane, Scott, and S. Venkataraman (2000), "The Promise of Entrepreneurship as a Field of Research," Academy of Management Review, 25 (1), 217-226.
  • Sheth, Jagdish, and A. Parvatiyar (1995), "Relationship Marketing in Consumer Markets: Antecedents and Outcomes," Journal of the Academy of Marketing Science, 23 (4), 255-272.
  • Sheth, Jagdish, Bruce Newman, and Barbara Gross (1991), Consumption Values and Market Choices, Cincinnati: South-Western.
  • Sinha, Indrajit, and Wayne DeSarbo (1998), "An Integrated Approach Toward the Spatial Modeling of Perceived Customer Value," Journal of Marketing Research, 35 (2), 236-249.
  • Slater, Stanley (1997), "Developing a Customer Value-Based Theory of the Firm," Journal of the Academy of Marketing Science, 25 (2), 162-167.
  • Slywotzky, Adrian (1996), Value Migration, Boston: Harvard Business School Press.
  • Sweeny, Jillian C., Geoffrey N. Soutar, and Lester W. Johnson (1999), "The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment," Journal of Retailing, 75 (1), 77-105.
  • Treacy, Michael, and Fred Wiersama (1993), "Customer Intimacy and Other Value Disciplines," Harvard Business Review, 71 (January-February), 84-93.
  • Ucbasaran, Deniz, Paul Westhead, and Mike Wright (2001), "The Focus of Entrepreneurial Research: Contextual and Process Issues," Entrepreneurship Theory and Practice, 25 (4), 57-80.
  • Ulaga, Wolfgang (2003), "Capturing Value Creation in Business Relationships: A Customer Perspective," Industrial Marketing Management, 32 (8) 677-693.
  • Vandenbosch, Mark, and Niraj Dawar (2002), "Beyond Better Products: Capturing Value in Customer Interactions," Sloan Management Review, 43 (Summer), 35-42.
  • Walter, Achim, Thilo A. Müller, Gabriele Helfert, and Thomas Ritter (2003), "Functions of Industrial Supplier Relationships and Their Impact on Relationship Quality," Industrial Marketing Management, 32 (2), 159-169.
  • Walters, David, and Geoff Lancaster (1999), "Value-Based Marketing and Its Usefulness to Customers," Management Decisions, 37 (9), 697-708.
  • Wilson, David T., and S. Jantrania (1995), "Understanding the Value of a Relationship," Asia-Australia Marketing Journal, 2 (1), 55-66.
  • Woodall, Tony (2003), "Conceptualization ‘Value for the Customer’: An Attributional, Structural and Dispositional Analysis," Academy of Marketing Science Review, 12 (available at www.amsreview.org/articles/woodall12-2003.pdf)
  • Woodruff, Robert (1997), "Customer Value: The Next Source for Competitive Advantage," Journal of the Academy of Marketing Science, 25 (2), 139-153.
  • Zeithaml, Valarie (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, 52 (July), 2-22.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.