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| Author: | Payne, A. Holt, S. |
| Title: | Diagnosing Customer Value: Integrating the Value Process and Relationship Marketing |
| Journal: | British Journal of Management
2001 : VOL. 12, p. 159-182 |
| Index terms: | CUSTOMERS RELATIONSHIP MARKETING MARKETING |
| Language: | eng |
| Abstract: | The concept of value and, more specifically, customer value is of increasing interest to both academics and practitioners. This paper undertakes a substantial review of past and current literature on value and categorizes this considerable body of research into nine streams of literature. Nine core streams of value literature are identified and discussed: consumer values and consumer value; the augmented product concept; customer satisfaction and service quality; the value chain; creating and delivering superior customer value; the customer's value to the firm; customer-perceived value; customer value and shareholder value; and relationship value. |
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