The value of value: Further excursions on the meaning and role of customer value

Abstract

AbstractGrounded on fundamental marketing principles, the concept of customer value has been revisited and refined by academicians and practitioners for the last 30 years. However, research devoted to achieving a consistent theoretical and conceptual development of value‐related concepts has proceeded apace without ever reaching full closure. The present essay seeks reasons behind remaining deficiencies in value‐related research and offers a review intended to move our understanding of customer value toward what promises to become a more enlightened future. The topic of value is approached by theoretical analysis and conceptual development. First, “the challenge” of value research is presented: the researcher faces a topic that is central to the marketing discipline but that suffers from various conceptual and methodological difficulties. Second, among the literature on value from the last three decades, two main research areas are selected: the conceptual delimitation and the methodological links between quality, satisfaction, and value. Third, as a conclusion, we identify several streams of research that promise to expand future knowledge in the area of customer value. Several tables and figures that provide a systematic and structured review of value‐related knowledge support this inventory of the state‐of‐the‐art in value research. Even the most patient theoretical development of value‐related concepts tends to resist full conceptual closure. The breadth of customer value and its richness for marketing implications encourage novel and refreshing approaches. Copyright © 2011 John Wiley & Sons, Ltd.