Dimensions Of Customer Value Research Articles

Exploring Ethical and Emotional Dimensions of Customer Value in Financial Services through Employee-Customer Dynamics

This study focuses on exploring the ethical and emotional dimensions of customer perceived value (CPV) in financial services. This area is crucial to understanding customer dynamics within the finances sector, yet it remains underexplored in existing literature. Utilizing a quantitative analysis of 652 customer surveys from Canadian financial institutions, this research employs SmartPLS3 for structural equation modeling to ascertain the impacts of frontline employee job satisfaction on customer's ethical and emotional perceptions as well as their overall CPV. The data analysis reveals that customer-perceived employee job satisfaction positively affects CPV by significantly influencing ethical and emotional benefits. Although ethical benefits alone do not directly impact loyalty or word-of-mouth (WOM) recommendations, their influence is significant when mediated through CPV, with emotional benefits directly amplifying WOM and indirectly boosting loyalty. Correspondingly, the results highlight the importance of employee-centric policies and their direct correlation to customer loyalty and satisfaction. As such, this study contributes to the body of knowledge by linking employee satisfaction with ethical and emotional customer benefits, suggesting a reevaluation of business practices to integrate these dimensions for enhanced customer value creation. Future research is encouraged to explore these dynamics across varied contexts to expound upon these relationships' applicability and robustness. Our inquiry into the subject concludes by highlighting the strategic importance of fostering employee satisfaction when seeking to elevate CPV and achieve enduring customer loyalty. Keywords: Customer Perceived Value, Customer Loyalty, Employee-Customer Interactions, Employee Satisfaction, Financial Services

HETEROGENEOUS MARKETING APPROACHES IN SOCIAL MEDIA MARKETING; AN EXAMINATION OF CUSTOMER VALUE

The study examined the role of heterogeneous marketing approaches in social media marketing (SMM) and their impact on customer value. As businesses increasingly leverage social media platforms to engage diverse audiences, a one-size-fits-all approach no longer suffices. Heterogeneous marketing strategies, which adapt messaging, content, and interaction based on customer segments, have proven more effective in delivering personalized experiences. The article explored how such approaches influence customer value dimensions, including perceived value, loyalty, and purchase intention. Using case studies and empirical data, the study investigates the effectiveness of different social media marketing tactics across various demographics, helping marketers refine their strategies for optimal results. 150 respondents were selected by choosing convenient random sampling technique. The consumers agreed on the factor influencing Heterogeneous Marketing Approaches in Social Media Marketing in the study region. Personalization, enhanced engagement, optimized ad spend, improved customer experience, and valuable insights all contribute to the success of these strategies. The authors recommend that brands leverage insights from social media analytics to fine-tune their strategies for each platform, thereby enhancing their ability to create meaningful interactions and drive customer value. By addressing the unique characteristics of various customer groups, brands can create more impactful and meaningful interactions, ultimately driving greater satisfaction, loyalty, and business success.

Unintended consequences of humanoid service robots: A case study of public service organizations

Robots guided by artificial intelligence (AI) are transforming service operations in for-profit companies. However, public and non-profit organizations have been slower to pursue these innovative new technologies. We conducted an in-depth single-case qualitative study of one public organization (a public library in Australia) to better understand the unintended consequences of humanoid service robots. Our findings theorize unintended consequences through dimensions of customer value and service interaction locus, yielding four types – service disparities, judgment-free communication, noise pollution and social touch. Our analysis reveals new insights into: 1) the unintended consequences of humanoid robots for customers; 2) the effects of these consequences on the service organization; and 3) the technology capabilities of humanoid robots as potential sources of the consequences. When public and non-profit organizations leverage these unintended consequences, they can use robots more effectively to improve the overall customer service experience.

Customer value, customer engagement, and customer-based brand equity in the context of a digital payment app

PurposeThe objective of the paper is to explore the relationship among perceived quality value, hedonic value, social value, price value, customer engagement and customer-based brand equity using stimulus-organism-response (S-O-R), customer engagement and customer-perceived value theories for digital payment apps. In addition, the study examines the mediating role of customer engagement between customer value dimensions and customer-based brand equity and analyzes the moderating role of age.Design/methodology/approachPartial least squares-based structural equation modeling was used to test the proposed hypotheses through a sample of 316 respondents who used digital payment apps.FindingsThe findings indicate that customer engagement mediates the relationship between customer value dimensions and customer-based brand equity. Age does not moderate the relationship between customer value dimensions and customer engagement. The study confirmed the pronounced effect of specific paths for various age groups.Originality/valueThis study contributes novel insight to S-O-R, customer engagement, and customer value research.

The effect of social customer relationship management on customer loyalty in Saudi Arabia

The study focused on examining the social customer relationship management impacts on the customer loyalty of five-star hotels in Saudi Arabia. Customer relationship management included the dimensions of customer value, long-term partnership with the customer, customer knowledge, reliance on technology, trust, and social media communication. The study population consists of the customers of five-star hotels in Saudi Arabia. A convenience sample was taken from 500 customers, while the validly retrieved responses were 413. A quantitative approach was conducted in statistical analysis through SPSS and AMOS software. The study demonstrated that social customer relationship management dimensions are impacting the customer loyalty of five-star hotels in Saudi Arabia. Subsequently, the recommendations centered on the establishment of a complaints handling unit to speed up service, identify problems, identify the sites of deficiencies, and take the necessary and appropriate solutions to these problems.

Antecedents and consequences of consumer hope for digital payment apps services

PurposeThis study aims to examine the impact of customer brand value dimensions on relationship marketing dimensions through consumer hope in the context of digital payment applications (apps) services. The study considers the role of consumer engagement using a moderated mediation, and applies customer perceived value, affect theory of social exchange and relationship marketing theories.Design/methodology/approachThe study is based on data collected from 301 digital payment app users. Structural equation modeling results were analyzed using Smart PLS. The authors performed moderated mediation, with different levels of customer engagement as a moderating variable, using Model 8 of PROCESS. The authors considered customer perceived value dimensions, digital quality value, perceived value, hedonic value and social value as antecedents to consumer hope and explored the role of trust, commitment and continued usage as a consequence of consumer hope.FindingsThree levels of perceived consumer value, digital quality, price value and social value, positively influenced consumer hope, which has positively influenced trust, commitment and continuance usage. Using moderated mediation analysis, consumer hope influenced continuance usage through trust at different levels of engagement, but consumer hope did not influence continuance usage through commitment at different levels of engagement.Originality/valueThe study highlights the role of consumer hope in linking customer value dimensions with relationship marketing dimensions. The study can guide managers to ensure continued usage of digital payment apps, which is a strategic objective. The results are relevant for the digital setting.

Validating the antecedents of customer M-payment loyalty: an empirical investigation

PurposeThe study aims to explore antecedents and consequences of customer experience (CE) by positing a comprehensive framework taking cognizance of customer loyalty (CL), customer advocacy (CA), customer value dimensions, and subjective norms (SN).Design/methodology/approachThe study adopted a mixed-method sequential explanatory design where data were collected in two stages. In the initial stage (quantitative study), data were collected using a structured questionnaire from 395 respondents at two different periods and the data were analyzed using the partial least squares structural equation modeling (PLS-SEM) technique. These results were further verified in the second stage (qualitative study) by conducting semi-structured interviews of 37 respondents for which the data were analyzed using NVivo.FindingsThe results suggested a positive and significant relationship between utilitarian value (UV) and CA, hedonic value (HV) and CA as well as with CE. Further, the relationship between UV and CA is sequentially mediated by CE and CL; and the relationship between HV and CA is sequentially mediated by CE and CL. SN was also found to moderate the relationship between CE and CL. The qualitative analysis of the transcripts indicated major themes including HV (enjoyment), UV (usefulness and convenience), recommending mobile payment (M-payment) services, advocating for M-payment services and talking positively about the service provider.Originality/valueThe current study uses the mixed-method approach and comprehensively explores key dimensions of customer value associated with CE and CA, formalizes a relationship between all the facets, delivering valuable takeaways for academics and practitioners (for designing effective CE programs). The current study's uniqueness lies in the fact that the study is one of the first studies to explore the mediating roles of CE and CL using a serial-mediation approach, between UV, HV, SV, and CA. The moderating role of SN between CE and CL is also a novel contribution to the existing body of literature.

LGBT Tourism in South Africa: the influence of customer value on behavioural intention

ABSTRACT The potential economic contributions of the LGBT tourism market have received the attention of scholars, destination marketing practitioners and tourism businesses, highlighting the LGBT society as a lucrative market, while also signifying the distinctive needs of the LGBT community. This study investigates the impact of customer value on behavioural intentions in the LGBT tourism sector. Data was collected from 406 LGBT tourists using a self-administered electronic questionnaire. Data analysis was performed using the partial least squares structural equation modelling (PLS-SEM) technique. Results indicate that two out of five identified dimensions of customer value (functional value and emotional value) significantly impact customer value. Furthermore, customer value has a positive and significant impact on word of mouth. The results provide an understanding of important dimensions of creating customer value for LGBT tourism destinations. Managerial implications for LGBT tourism destinations are drawn from the research findings, and suggestions for future research are presented.

What Is the Customer Value of the Circular Economy? Cross-Industry Exploration of Diverse Values Perceived by Consumers and Business Customers

A growing number of companies provide CE products, technologies, services, and solutions, and similarly, an increasing number of researchers have analyzed sustainable and CE business models providing knowledge about CE technology businesses. However, this research has focused almost solely on the providers’ perspective on CE business and offerings, remaining silent on the customer perspective. Therefore, this study contributes by focusing on the customer value of CE innovations and solutions, conducting an explorative qualitative multiple-case investigation among customers of diverse CE businesses, and mapping diverse customer value dimensions, including economic, functional, emotional, and symbolic, and comparing them as perceived by consumer and business customers. The findings show that the functional value of CE offerings dominates. We develop conceptual maps for CE customer value for a theoretical understanding of the CE from the customer perspective and provide insights for managers to assert the value of their CE solutions.

The Effect of Customer Experience and Customer Engagement Through Customer Loyalty on Sales Revenue Achievement at PT United Tractors

This study aims to examine and discuss the influence of the quality of Customer Experience and Customer Engagement with the mediation of Customer Loyalty which is thought to affect repurchase intention or in other words the achievement of sales revenue as a company performance. The variables in this study were measured through the dimensions of accessibility, service competence, customer recognition, commitment, customer value, thrust, personalization, consistency, perceived quality and customer certainty to make repeat purchases.
 The number of respondents involved in this study were 200 respondents, all respondents were United Tractors consumers who had purchased products and services from PT United Tractors. This research is a quantitative approach that uses an instrument in the form of a questionnaire. Research data were analyzed using SEM (Structural Equation Modeling) analysis strategy with the help of SPSS and AMOS programs and the results of the analysis in this study also show that customer loyalty can mediate the effect of Customer Experience and Customer Engagement on Repurchase Intention

RETRACTED: Analysis of the customer value of internet companies and its relationship with corporate value

The business model of the Internet industry determine the important role that users play in Internet companies. According to the theory of economies of scale, the increase in the number of users can promote the growth of Internet companies' income by reducing costs, thereby enhancing the market value of Internet companies. However, it is the user that leading to the mostly uncertainty in the Internet market, and the increase in the number of users does not mean the increase in user activity and user stickiness. Therefore, this paper constructs three key factors of customer value: audience scale, user stickiness, and purchasing power. They are the key to creating value for a company. After analyzing the relationship between customer value and enterprise value by using 3635 balanced panel data from 727 Internet companies from year 2013 to year 2017. It is found that the three dimensions of customer value have a non-linear relationship with an asymmetric threshold between enterprise values, respectively.

PENGARUH DIMENSI NILAI PELANGGAN TERHADAP MINAT MENJADI NASABAH PADA LKMS

The research objective was to see the effect of the customer value dimensions (function value, function value, social value, emotional value, and sacrifice value) on the interest in becoming a customer in the LKMS. The research was conducted in West Sumatra Province, Indonesia. The population of this research is all members of LKMS in West Sumatra province. The research sample was 200 LKMS members. The sampling technique is a non-probability sampling method using convenience sampling. The results of the study are: a) the functional value of an Islamic financial product seen by the public has a significant effect on the interest in becoming a customer in LKMS, b) the social value of an Islamic financial product has a significant effect on the interest in becoming a customer in LKMS, c) the emotional value of a financial product has a significant effect on the interest in becoming a customer in LKMS, and d) the value of sacrifice has a significant effect on the interest in becoming a customer in LKMS.

Dimensions of Customer Value for the Development of Digital Customization in the Clothing Industry

Triggered by the rapid development of digital technology, Chinese clothing manufacturers have begun to provide digital customization for clothing. The digital transformation of clothing customization provides new opportunities to meet customers’ personalized needs and optimize production resources, and facilitates the sustainable development of the clothing customization industry. This study constructed dimensions of customer value in clothing customization, based on the development of the industry under digital technology. The research was divided into two phases: the first phase involved establishing customer value indicators through expert interviews, questionnaire design, and statistical analyses in SPSS; and the second stage involved the expert group conducting a consumer experience evaluation of a digital customization platform. Thirty customer value indicators were extracted and four dimensions were established: authenticity value, social value, aesthetic value, and utility value. The results of the study show that the value demands of Chinese consumers for apparel customization have shifted to perceptible authenticity values (service, experience, content). The four customer value dimensions proposed by this research can be used to evaluate customer value in digital customization consumption models.

Understanding Consumers’ Purchase Intention for Online Paid Knowledge: A Customer Value Perspective

Online knowledge platforms have been undergoing a transformation from providing free knowledge to online paid knowledge (OPK). As customers play a key role in the sustainable development and success of the new business model, we focused on the factors that drive consumers’ online knowledge purchase intention. Drawing on the cognitive–affective–conative framework and customer value theory, we propose that consumers rationally evaluate the customer values of OPK in the cognitive stage, followed by generating trust and identification in the affective stage, then leading to a purchase decision. Six factors were extracted from three dimensions of customer value: Functional, emotional, and social values. The hypotheses were tested using survey data obtained from 504 respondents using structural equation modeling. The findings confirm that customer value and identification with the knowledge contributor significantly influence trust in OPK. Trust in OPK and identification with the knowledge contributor both significantly influence purchase intention, whereas trust in the platform neither influences consumers’ trust in OPK nor purchase intention. The findings of this study will help OPK platforms to increase their sales of knowledge products.

PENGARUH DIMENSI CUSTOMER VALUE TERHADAP KEPUASAN PELANGGAN TRANSMART BANJARMASIN

<p><em>This research was conducted to analyze the effect of customer value dimensions on TransMart customer satisfaction in Banjarmasin. The customer value variables used are value outcomes, process value and enjoyment shopping.</em></p><p><em>�������������� The type of research used is descriptive quantitative. The type of data used is qualitative and quantitative data, while the data sources are primary and secondary data. The population of this study is customers who shop at TransMart Banjarmasin. The sampling technique carried out for this study was determined intentionally. The number of samples taken is 30 customers. The technique of collecting data through observation and questionnaires. Data analysis techniques are carried out using multiple linear regression methods.</em></p>

The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan

Purpose – The primary purpose of this study is to investigate the factors which influence customer satisfaction and customer loyalty in telecommunication services. Customer satisfaction and loyalty are considered to be major components ensuring effectiveness and growth in the services industry. Design/Methodology/Approach – The data of 406 respondents was gathered via an adapted questionnaire. The statistical techniques of reliability analysis, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and SEM Path analysis were employed to test the hypotheses. Findings and implications – The findings of the research study show that trust and satisfaction have a significant impact on customer loyalty, with satisfaction holding a strong position. Trust and service quality have a significant impact on customer satisfaction. Also, from the point of view of perceived value, emotional value and monetary value are significantly correlated to customer satisfaction. According to TRA, this shows that positive consumer attitude leads towards a strong intention to fulfil their belief. Limitations – The sample of the study may be one of the limitations. Cross-cultural comparison may be conducted in future to identify the differences among the cultures. Also, comparison between developed and under-developed countries may provide holistic results. Originality – The study focused on an examination of customer satisfaction and loyalty on the basis of perceived value determinants, trust, and service quality.

THE IMPACT OF RELATIONAL VALUE TOWARDS CUSTOMER BRAND RELATIONSHIP STICKINESS IN THE CONTEXT OF MALAYSIAN PUBLIC HIGHER EDUCATION SERVICE

This study attempts to investigate the effects of customer value specifically the relational value towards customer brand relationship stickiness in Malaysian public higher education service. Investigating relational value is crucial because it has transpired as one of the basic operant resources of customer value in the service co-creation and contributed in the success of customer brand relationship. Using proportionate stratified random sampling, questionnaires were distributed to 701 postgraduate students studying in the Business and Social Science fields in the Malaysian public universities. The reliability of all the constructs tested produced satisfactory coefficients. Multiple regression and Partial Least Square (PLS) bootstrapping procedures were conducted. The findings support the Social Exchange Theory and previous body of research that indicate positive and significant relationships between customer value such as utility value, hedonic value and relational value including customer brand relationship stickiness pertinent to brand relationship quality and brand resonance. In addition, customer relationship stickiness with the service brand is largely dependent on the motivation of exchanging relational values compared to other customer value dimensions such as utility value and hedonic value. This indicates that relational values such as trust, bonding, empathy and mutual dependence are the key elements in the branding process of the service organisation. For this reason, the success of a service can only be achieved through a strong relationship between customers and the brand of the service. Therefore, this paper offers evidence of the association concerning relationship perspective in the social exchange theory. The contribution of this study is an effort to expand customer brand relationship knowledge particularly in the service domain. Keywords: Customer Brand Relationship; Customer Value; Brand Relationship Quality; Brand Resonance; Social Exchange Theory; Malaysian Public Higher Education.

Analyzing heterogeneity on the value, satisfaction, word-of-mouth relationship in retailing

PurposeThe literature recognizes the need to study differences in consumer behavior in highly competitive and dynamic markets. In this paper, the authors look at how the heterogeneous evaluation of retailing influences customer satisfaction and loyalty. The purpose of this paper is to analyze unobserved heterogeneity on customer value dimensions perceptions in retail establishments, and their potential effects on positive forms of behavioral outcomes considering customer satisfaction as a mediating variable.Design/methodology/approachOn a sample of 820 retail customers, the authors apply a finite mixture structural equation modeling that analyzes unobserved heterogeneity simultaneously. In this model, the authors study the influence of heterogeneous perceptions of excellence, efficiency, entertainment and aesthetics on customer satisfaction and of satisfaction on word-of-mouth (WOM) referral and WOM activity.FindingsThe results show two latent segments where the intensity of causal relations varies, which means that the effect of value dimensions and satisfaction are over or underestimated when heterogeneity is ignored.Originality/valueThe main value of the paper has been to analyze the potential heterogeneity of value dimensions (intravariable approach), and their links with satisfaction and some dimensions of loyalty (intervariable approach). Customer heterogeneity must be studied to understand the satisfaction process and WOM responses in order to design more efficient and effective relationship marketing strategies.

How Customer Expectations Become Adjusted After Purchase

ABSTRACTAdjusted expectations play an important role in the post-purchase process. By considering the changes in individual-level expectations in the post-purchase period, this study examines the moderating effects of the level of online shopping habit on the links between adjusted expectations and their antecedents. The study proposes a theoretical model by integrating the expectancy disconfirmation model and customer value dimensions to compare the factors affecting adjusted expectations between the low and high online shopping habit. The results indicate that the effects of expectancy disconfirmation on adjusted expectations are stronger for the high-habit group than for the low-habit group. Further, the level of online shopping habit moderates the links between customer value dimensions and adjusted expectations. Specifically, factors such as confidence benefits and perceived price are associated with adjusted expectations for the low-habit group. In addition, for the high-habit group, perceived equity has a positive influence on adjusted expectations, and perceived sacrifice has a negative impact. These findings provide a better understanding of how customer expectations change, and can assist practitioners in developing more effective online business strategies.

Will Indian Industrial Energy Consumer Continue to Buy Green Energy?

In India, a change in the consumption pattern has been observed among the industrial energy consumer since the past few years as they are shifting towards renewable energy sources for fulfilling their energy requirement. This study has used the theory of customer value to determine factors supporting development of industrial consumers’ relationship with green energy. Under the current scenario of climate change, it has become inevitable to maintain customers’ loyalty towards green energy. Perceived switching cost is a vital strategic tool for increasing customer loyalty towards a product or service. Therefore, in this study, the effect of various dimensions of customer value on perceived switching cost is examined in an industrial green energy market setting. Structural equation modelling technique is used to analyse data collected from 126 organisations by questionnaire survey. The results show that conditional value of green energy is having highest impact on perceived switching cost followed by functional value, social value, and emotional value.