Customer Value Hierarchy Research Articles

Research on classified prediction algorithm of platform customer value based on "tree" concept

The concept of "trees," representing decision trees, random forests, and XGBoost algorithms, has gained increasing attention in the field of classification prediction in recent years. These tree-based machine learning algorithms have been widely applied in the e-commerce sector. This paper discusses the decision tree, random forest, and XGBoost algorithms individually, and extracts useful classification rules from large volumes of online customer data to provide intelligent decision support for computer network customer management. The study finds that algorithms related to the "tree" concept can integrate a customers current value (such as purchasing behavior) with potential value (such as customer interest inferred from online reviews) through detailed classification criteria, thereby constructing a customer value measurement model. The evolution from decision trees to random forest and XGBoost algorithms has effectively promoted research on customer value hierarchy prediction, improving the efficiency of data mining in computer networks.

Application of the Innovative Model NIPA to Evaluate Service Satisfaction

Customer satisfaction is one of the antecedent variables of customer loyalty, and customer satisfaction can positively affect customer loyalty. However, past research on consumer behavior has focused mainly on the direct consumption behavior of customers in service satisfaction, not in indirect behavior. This study takes the wedding garden as an example to explore the indirect behavior of customers, based on PZB’s service quality, and using the customer value hierarchy theory, adopts a questionnaire survey, and from the perspectives of users, investigates the current service quality, in order to analyze the quality of the service according to an evaluation formula. This study distributes a total of 380 questionnaires and collects 367 valid samples, for a valid return rate of 96.7%. In order to solve the problems caused by the original important performance analysis (IPA), the research constructs new important performance analysis (NIPA) to replace the original. This structural model presents a structured measurement process with risk management performance and judgment rules, which yielded different outcomes, as well as distinguished managerial implications. Furthermore, this new analysis model can provide managers with different perspectives in helping administrators in decision making.

Study on the scheme‐design framework and service‐business case of product service system oriented by customer value

As the market competition is becoming fierce, to obtain long-term profits for manufacturing enterprises, under the high-frequency dynamic customer needs (CNs), many manufacturing enterprises have to transform from product manufacturers to industrial product–service providers. The product–service system (PSS) is the key to spur manufacturing companies to move from the design and production of a single product to the design and manufacture of an overall solution (including products and services). Because of the shortcomings of the current research, a customer value-oriented PSS overall scheme-design framework is proposed. On this basis, a customer value hierarchy model, value model, function model, and scheme model are established. The multi-level mapping of CNs information to product–service solutions was realised, and the leading key technologies of scheme design of the PSS were proposed. Finally, according to the different scheme-design implementation models, various service-business cases are analysed, which can provide a reference value for the research of the scheme design of the PSS.

A cultural tourism research agenda

The issues associated with accurately defining ‘art and cultural outputs’ as a ‘product’ is one that is familiar to both cultural tourism organisations and academics alike (Fillis, 2006). Those in cultural tourism organisations often reject the materialistic associations of ‘product’ when applied to their sector, as well as the notion of ‘consumer demand’, which does not accurately represent the primary driving force behind art/culture-based production nor does it the ‘relationship’ that exists between art/culture suppliers and art/culture consumers (Lehman & Wickham, 2014). Similarly, traditional marketing literature does not present a clear conceptualisation of how ‘art/cultural outputs’ comply with the traditional ‘product’ concept, and it rarely addresses the circumstances where product creation is not directly linked to customer needs/wants/demands (Kubacki & Croft, 2011). Despite this, effective art/cultural supply chain management (i.e. the production, marketing and consumption of art/cultural outputs) is increasingly recognised as an important driver of economic development, and essential to the development of sustainable art and cultural sectors (Evans, 2009 and Lehman and Wickham, 2014). Given these issues, this paper presents a research agenda for the reconceptualisation of the ‘product’ concept for the cultural tourism context. It will do so through the lens of Levitt’s (1980) Customer Value Hierarchy (see Fig. 1) - a framework that identifies a range of ‘product levels’ that serve to deliver ‘core benefits’ sought by different consumer segments across the art/cultural supply chain.

Expanding Brand Personality Congruence to Brand Personality Fit: The Importance of Customer Value Proposition as aModerating Fit on Brand Performance

This research demonstrates that brand performance can be enhanced not only through brand personality congruence with customer personality, but also through brand personality fit, namely the moderating fit of customer value proposition to brand personality. Through a study covering 125 brands, the result demonstrates that the moderating fit between brand personality and the different level of customer value proposition positively affects brand performance. Price-quality relationship for attribute-based customer value, self-construal for consequences-based customer value and self-regulatory focus as goal-based customer value are used to test this moderating fit relationship. Other findings show that this moderating fit is strongest toward the brand cognitive performance. Finally, the result of this study suggests marketers to incorporate the brand personality design into their positioning statement so that the overall customer value proposition can be developed in a more integrated manner, leading to higher brand performance Keywords: brand personality, brand personality congruence, customer value hierarchy, price-quality relationship, self-construal, and self-regulatory focus

A hierarchical classification of co-creation models and techniques to aid in product or service design

The roles of customers from passive users to collaborators in creating and extracting business value have given rise to customer co-creation techniques and value co-creation models. Although these techniques and models have been useful to researchers and businesses, they are unstructured. A classification is necessary so that research can be placed in proper context of one another. Via an examination of the literature and based on the concept of customer value hierarchy a classification of the different models and techniques of co-creation is developed. There are two implications for the classification. Firstly, it will aid in the research and understanding of the use of the various techniques and models. Secondly, it can assist in designing appropriate encounter processes as a basis for engaging customers and subsequently provide innovation for organizations. The paper concludes with an application of the classification to develop encounter processes in a learning management system.

The value drivers of high-tech consumer products

This study investigates the influence of the customer-value hierarchy model and social network on the perceived economic value of high-tech consumer products. This quantitative empirical study was conducted among Finnish households in early 2008 using the form interview method. The non-probability quota sampling method was applied. The data consisted of 453 completed questionnaires. Hypothesis testing was conducted by linear multiple regression analysis. Goal-, consequence-, and attribute-level value perceptions were found to have a positive effect on the perceived economic value of high-tech consumer products. Attribute-level value had the strongest effect on the formation of perceived economic value. Although the network effect was found to contribute positively to perceived economic value, the opinions of others in the consumer's social network had a negative effect. Consumers seem to rationalise the buying decision with personal factors, while social factors have a background effect on value perceptions.

Antecedents of Customers' Desired Value Change in a Business-to-Business Context: Theoretical Model and Empirical Assessment

ABSTRACT Anticipating the value that key customers will want in future becomes a matter of survival in an increasingly dynamic environment. An essential part of predicting customers' desired value change (CDVC) involves identifying the reasons behind the phenomenon. In the present study, we examine CDVC antecedents by developing and empirically testing a conceptual model in a business-to-business context involving professional services in the field of information and communication technology (ICT). Grounded on a “top-down” view of the customer value hierarchy (Woodruff 1997), our results show that changes in customers' desired end-states are concomitant with changes in both desired consequences and desired attributes. We further observe that end-state desires shift even more as customer firms make more organizational changes and their financial performance declines. Lastly, our results show that organizational changes are a mediating variable between changes in the external environment (i.e. dynamism) and changes in desired end-states. This study is meant as further theoretical and empirical support for the outcomes of previous exploratory research on CDVC.

Application of the means‐end value hierarchy model to understanding logistics service value

In the behavioural science areas of psychology and consumer behaviour, the means‐end value hierarchy model has often been applied to understand individuals’ values structures ‐ in particular, the value of a company’s product/ service offering to its customers. Applying the means‐end value hierarchy model in a logistics context, logistics customer value can be thought of as a higher‐order evaluative standard for customers’ satisfaction and service quality evaluation processes. As such, it is important for a firm to know what its customers value when seeking to build a competitive advantage. Attempts to advance our understanding of logistics customer value through the application of the means‐end value hierarchy model to logistics. More specifically, investigates the customer value of logistics service in a business‐to‐business setting using the means‐end value hierarchy model. Uses focus group interview data for developing the customer value hierarchy.