Creating Enduring Customer Value. (November 2022)

• Record Type: Journal Article
• Authors: Sheth, Jagdish N.; Uslay, Can
• Other Names: Kumar V. guest-editor.; Srivastava Rajendra guest-editor.
• Is Part Of: Journal of creating value. Volume 8:Number 2(2022)
• Page Start: 241
• Page End: 252
• Publication Date: 2022-11
• Subjects: Customer value -- business -- philosophy -- pandemic; Customer services -- Periodicals; Customer relations -- Management -- Periodicals; Consumer satisfaction -- Periodicals; 658.812
• DOI: 10.1177/23949643221121865
• Languages: English
• ISSNs: 2394-9643

Abstract

Definition precedes measurement. The authors define and discuss value, customers and processes to create value. To do so, they distinguish between three business philosophies (product-centric, competition-centric and customer-centric), three types of customers (user, payer and buyer) and three primary types of value (performance, affordability and service) based on these customers' preferences. They introduce and give examples of 10 unique ways of creating value for customers and conclude with research questions for creating enduring customer value.