6533b824fe1ef96bd1280249

RESEARCH PRODUCT

The Structure and Formation of Customer value in B-to-B Services

Outi UusitaloJärvi PenttiJuha Munnukka

subject

Service qualityCustomer retentionCustomer advocacyCustomer equitybusiness.industryStructured interviewBusinessMarketingCustomer relationship managementCustomer to customerConstruct (philosophy)

description

This study investigates the hierarchical construct and the formation of customer value of b-to-b services. In-depth understanding of the construction of customer value and the effects of service quality on customer value are the key to effective development of b-to-b services. This quantitative study was conducted through the structured interview method among Finnish business organizations in early 2009. The data consisted of 90 qualified questionnaires. The customer value of b-to-b services was found to be composed of attribute and consequence levels. The dimensions of service quality influenced to differing degrees the formation of the attribute and consequence levels of the customer value. The results of this study suggest that the customer value of b-to-b services is hierarchically constructed, and the dimensions of service quality affect differently the two levels of customer value.

yearjournalcountryeditionlanguage
2017-01-01
https://doi.org/10.1007/978-3-319-50008-9_64