Customer Value Research Articles

Capabilities and Resources for Value Creation and Sustainable Competitive Advantage: A Study of the Chinese Video Game Industry

Amidst rapid technological progress and increasing regulatory demands, the Chinese video game industry has undergone rapid changes that have provided a fruitful context for examining corporate competencies. Drawing on the Resource-Based View (RBV) and Dynamic Capability View (DCV) theories, this study investigates how firm capabilities (FC) and firm resources (FR) contribute to value creation (VC), which subsequently influences firm performance (FP) and sustainable competitive advantage (SCA). A quantitative research approach was employed, utilizing the data collected from a questionnaire survey of 241 video game firms. The data analysis was conducted using SmartPLS4 software, revealing that FC/FR has a significant effect on VC, which, in turn, mediates the relationship between FC/FR and FP. This study identifies three dimensions of VC—customer value (CV), employee value (EV), and shareholder value (SV)—with EV showing stronger mediating effects than CV and SV. It then uses the BSC framework to assess FP’s intermediary role in bridging VC with SCA through the integration of both financial and non-financial performance indicators relevant to the dynamic video game industry. These results have strong theoretical and practical implications, offering valuable guidance for fostering sustainable development. Specifically, they provide actionable insights for managers to enhance value creation and firm performance while also offering policy recommendations to support regulatory compliance and promote sustainable practices in China’s dynamic video game industry.

Assessing the Impact of Credibility and Security on Customers E-Trust in the Context of Indian Banks

E-banking requires a high level of trust because it involves disclosure of vital and confidential information which customers are often reluctant to share because of the risks involved. With the growth of technology, there has been an increase in cyber threats. While transacting online customers fear the security of their personal information to safeguard against financial losses and unwanted disturbance. Thus, customers’ perceived security and credibility have a critical role in influencing their trust in E-banking. Whereas the identified literature has not paid much attention to studying the impact of identified E-service quality dimensions (credibility and security) on E-trust, particularly in the developing nations context. Therefore, to fill the existing gap, the study seeks to measure the impact of credibility and security dimensions of E-service quality on customers’ E-trust in the context of Indian banks. The sample for the study is taken from customers of public and private sector banks of Delhi/NCR. A total of 420 complete and suitable responses were received for final analysis. During data collection, it was ensured that the respondent is over the age of 18, has an active bank account, and has been using banking E-services for at least six months. Data for the study is analyzed using FEA, CFA, and SEM via using SPSS 24 and AMOS 21 software. The findings of the study reveal that both the credibility and security dimensions of E-service quality have a strong impact in influencing customer trust in E-banking. Banks’ focus on enhancing credibility and security measures creates value in customers’ eyes that as a result enhances their faith in the service provider.

Implementasi Business Model Canvas (BMC) dalam Perencanaan Strategi Pemasaran Kewirausahaan UMKM (Studi pada “Citra Oleh-Oleh Lampung” di Bandar Lampung)

This study aims to apply the Business Model Canvas (BMC) as a strategic tool in designing marketing strategies to increase the competitiveness and sales of Toko Citra Oleh-Oleh Lampung, an MSME engaged in the field of regional souvenirs. The research method used is descriptive qualitative, with data collection through in-depth interviews, direct observation, and literature studies. Data analysis uses a thematic approach supported by SWOT analysis to identify strengths, weaknesses, opportunities, and threats in the business. The results of the study show that the main elements in the BMC, such as Customer Segments, Value Propositions, and Channels, play a significant role in determining an effective marketing strategy. Lampung's typical products with local cultural values, distributed through physical and digital stores, and a focus on customer experience are the main advantages. However, the study also identified challenges, such as dependence on tourists and logistical constraints, which need to be addressed through product diversification, digital marketing optimization, and operational efficiency. This study provides a practical contribution to Toko Citra Oleh-Oleh Lampung in increasing its competitiveness in the local and national markets. In addition, the results of this study are expected to be a reference for other MSMEs in facing competition in the era of globalization. Suggestions for further research are to conduct a comparative study between MSMEs that implement BMC and those that do not, to show the effectiveness of this strategy in more depth.

Innovation management and nanotechnology: a PRISMA-based analysis and research implications

Purpose Innovation management in nanotechnology entails the strategic supervision of the entire process of creating and executing novel concepts, technologies and products at the nanoscale. By efficiently overseeing innovation in nanotechnology, organizations can leverage the revolutionary capabilities of nanomaterials and nanodevices to develop state-of-the-art solutions, improve their competitive edge and tackle global issues. Bibliometric studies are scarce related to the field of innovation management and nanotechnology. The purpose of this study is to assess the existing knowledge pertaining to the keywords, innovation management and nanotechnology and identify potential research implications for the future. Design/methodology/approach This study has been conducted systematically using the revolutionary PRISMA methodology. Research articles (46) were retrieved from Scopus and Web of Science databases using the keywords “Nanotechnology” and “Innovation Management” and 22 articles were systematically selected. VOSviewer software was used to conduct keyword co-occurrence analysis to identify under explored research areas. Findings By integrating the principles of lean production into innovation management practices in nanotechnologies, organizations can enhance their processes, promote continuous improvement, create value for customers and enhance their ability to innovate effectively in a competitive and dynamic environment. Examining the management of innovation in nanotechnology has revealed the potential to alter the future trajectory of technological advancement worldwide. Originality/value This research provides a new perspective on the combination of innovation management and nanotechnology, integrating lean production principles. This study uses a systematic bibliometric analysis to discover underexplored research areas and highlights the potential for transformation.

Pengaruh Brand Image, Harga, dan Kualitas Produk terhadap Keputusan Pembelian di Excelso Pakuwon Surabaya

This quantitative descriptive method research was conducted to see the influence of brand image, price, and product quality on customer purchasing decisions at Excelso Pakuwon Surabaya. Questionnaires were distributed to 100 respondents to collect primary data on their responses. The results of partial hypothesis testing show that brand image and product quality have a significant and positive effect on purchasing decision variables. On the other hand, the price factor was found not to have a significant effect. The results revealed that brand image plays an important role in shaping customers' positive perceptions of Excelso, which is considered to have consistent quality, a cozy atmosphere, and uniqueness that suits customers' lifestyles. Product quality is also an important factor, where customers value the quality of coffee and the variety of menus available. In contrast, price did not have a significant effect, as some respondents felt Excelso's prices were less competitive than its competitors. These findings suggest that Excelso needs to focus on strengthening brand image and product quality to improve purchasing decisions. In addition, a review of the pricing strategy is recommended to better match customer expectations to strengthen market competitiveness.

Reconciling the efficiency of Industry 4.0 and circular economy with the human empowerment of lean: unraveling the challenges and opportunities of integration

PurposeTo analyze the integration of the circular economy and Industry 4.0 in agtechs through lean integration and people.Design/methodology/approachFollowing in-depth interviews with key informants, data tabulation was performed via families of viewpoints supported by the primary elements mapped in the investigated context.FindingsThe integration of the circular economy with Industry 4.0, and integrated into lean production, aiming to eliminate waste and maximize customer value, and the valorization of people are fundamental in the context of recycling, reuse and reutilization of materials not only in the agricultural sector but also, since it is the object of study of this research. The use of I4.0 technologies and solutions, such as applications, sensors, artificial intelligence and digital platforms, allows for the collection and analysis of real-time data, facilitating decision-making and monitoring of agricultural operations.Research limitations/implicationsThe research limitations may include the limited sample of Agtechs analyzed, which might not cover all innovations and trends existing in the sector; data and information available up to the study date (April 2023), which might not reflect more recent developments in the field of Agtechs and the circular economy.Practical implicationsThe circular economy seeks to minimize waste and maximize resource use, promoting recycling, reusing and repurposing of materials. In contrast, Industry 4.0 refers to the application of advanced technologies such as artificial intelligence, the internet of things and automation to optimize productive processes and make them more efficient. Lean integration, which aims to eliminate waste and maximize customer value, and the appreciation of people are fundamental in this context.Social implicationsThe use of technologies and solutions from Industry 4.0, like apps, sensors, artificial intelligence and digital platforms, allows real-time data collection and analysis, facilitating decision-making and monitoring of agricultural operations. In addition, the provision of online consulting and technical assistance services contributes to producer training and the maximization of results.Originality/valueSignificant benefits for the agricultural sector, such as greater efficiency, sustainability, product quality, traceability, cost reduction and productivity increase. The use of advanced technologies and the valorization of people are key elements to drive this integration and promote digital transformation in the field. The integration of the circular economy and Industry 4.0 in agtechs, integrating lean production and people.

Sustainable consumption behaviour, values conscious purchase intention, and organic personal care products: Extending customer values theory

Sustainable consumption behaviour, values conscious purchase intention, and organic personal care products: Extending customer values theory

Evaluation of business models to enable integrated local energy community use cases and provide customer value

Evaluation of business models to enable integrated local energy community use cases and provide customer value

Analysis of Promotion and Service Quality on Decisions to Use Auto2000 Service Services Waru Branch

This study aims to analyze the effect of promotion and service quality on decisions to use service services at Auto2000 Waru Branch. In an increasingly competitive business world, it is important for automotive companies such as Auto2000 to understand the factors that influence consumer decisions. The method used in this research is descriptive qualitative, where data is collected through interviews with customers and employees. The results show that attractive promotions, such as discounts and loyalty programs, as well as the use of social media, are very influential in attracting customer attention. addition, friendly, fast, and professional service quality is also a key factor in creating customer satisfaction. Customers value efficient turnaround times and the staff's ability to explain the service process well. By combining effective promotional strategies and quality service, Auto2000 Waru Branch can attract more customers and maintain the loyalty of existing customers. This study recommends that Auto2000 continue to innovate in marketing strategies, improve training for employees, and expand promotional programs to better suit customer needs. It is hoped that the results of this study can make a positive contribution to the development of after-sales services in the automotive industry in Indonesia.

Application of Customer Value to Increase Perceived Value through Special Business Request Marketing Program

This research was conducted at PT Telkom Indonesia, a company engaged in telecommunications, to evaluate the implementation of the Special Business Request (SBR) marketing program in increasing perceived value by customers. The SBR program is an initiative that offers discounts on large projects to strengthen cooperation with government customers. This research uses a qualitative descriptive method, collecting data from the company through in-depth interviews, observation, documentation, and secondary data. The evaluation was conducted on the effectiveness of the SBR program in increasing customer satisfaction and perceived value, using customer value theory, which emphasizes the difference between the benefits obtained by customers and the costs they incur. The results showed that the SBR program effectively increased customer perceived value, helping PT Telkom Indonesia win significant projects and strengthening long-term relationships with government customers. Recommendations are given to refine the program and introduce more personalized marketing strategies based on individual customer needs to achieve optimal results.

Strategi Pengembangan Usaha Pada Toko Ikan Tenggiri Eman Carman Dengan Pendekatan Business Model Canvas dan Analisis SWOT

This study explores the business development strategy for Toko Ikan Tenggiri Eman Carman using the Business Model Canvas (BMC) framework and SWOT analysis. Traditional operations in the mackerel fish market face challenges such as fluctuating sales and dependency on fixed customer bases and suppliers. These issues result in financial instability and limited market reach. Applying the BMC framework analyzes nine essential components, including customer segments, key partnerships, value propositions, and cost structures. The SWOT analysis identifies internal strengths, weaknesses, and external opportunities and threats, providing a strategic roadmap for business development. This study highlights the need for digital transformation, such as utilizing social media and e-commerce platforms, to diversify sales channels and reduce reliance on traditional markets. Additionally, strategic partnerships with suppliers can stabilize costs and ensure product availability. Implementing these strategies aims to enhance business resilience, expand market access, and secure long-term sustainability. The practical implications of this research provide insights for small-scale business owners, particularly those relying on traditional markets, on how to adapt technology and digital marketing strategies to strengthen their position in an increasingly competitive market. By adopting these strategic steps, Toko Ikan Tenggiri Eman Carman can increase its competitiveness and achieve sustainable growth

CUSTOMER PARTICIPATION ETHICAL REVIEW AND VALUE CO-CREATION ON SHARING ECONOMY PLATFORMS AMONG CUSTOMERS OF GREEN FOOD IN GHANA

The objective of this research was to design a framework to examine the impact of ethical reviews on participation and co-creation on sharing economy platforms among customers of green foods. Data was collected from 591 green food customers on share economic platform users in Ghana, using confirmatory factor analysis and structural equation modelling to address the essential role of ethical review as a mediating factor between customer participation and the intention to co-create value on share economy platforms. The results confirm that consumers’ ethical reviews of sharing economy platforms act as a crucial mediating variable that influences customer participation and value co-creation. This study introduces a novel construct of customer ethics review, proposing a multidimensional framework for understanding consumers’ ethical reviews of sharing economy platforms and their impact on value co-creation. This work is the first to examine the ethical review of sharing economy platforms, offering a new construct to enhance ethics literature and providing practical insights for platform operators to foster customer participation and co-creation.

Optimizing Village Tourism Businesses with the Business Model Canvas: A Strategic Approach

Purpose:Local wisdom-based tourism has become a prominent trend as it provides authentic experiences for tourists while supporting environmental and cultural sustainability. This study aims to optimize the management of Munggu Tourism Village, Bali, by implementing the Business Model Canvas (BMC). Munggu Tourism Village holds rich tourism potential, including the Mekotek tradition, natural landscapes, traditional cuisine, and arts.Methodology:The research employs a qualitative approach, utilizing observation, in-depth interviews, and Focus Group Discussions (FGD) involving key stakeholders, such as village officials, traditional leaders, and local entrepreneurs. The findings reveal that the application of BMC facilitates mapping the nine essential elements of a business model, such as customer segments, value propositions, and distribution channels.Findings:This study offers practical contributions to the development of local wisdom-based tourism and serves as a strategic guide for creating leading tourism destinations. The theoretical implications include flexibility in long-term business planning and the ease of updating business models to adapt to market dynamics. Future research is recommended to apply BMC to tourism villages operating for over a year to evaluate its long-term impact.Implication: This study confirms that the Business Model Canvas BMC is a strategic tool that effectively supports the sustainable development of tourism villages based on local wisdom. The findings provide practical guidance for tourism village managers and government authorities in designing effective business strategies, empowering local communities, and maintaining the attractions of the destination,

Understanding the Factors Driving Indian Youth Engagement with Online grocery shopping motivations: An Empirical Study

In the digital marketing environment, the concepts of consumer shopping have undergone remarkable transformations. Online grocery buying is the newest trend among young people in India. The contemporary market-oriented lifestyle has changed as a result of the culture of internet purchasing. Online marketers now have an even greater task in trying to understand how the new generation of customers is changing their lifestyles. In order to ensure customer retention, this helps internet marketers provide higher customer value together with enhanced service. With the use of a suggested model, this study investigates the relationship between functional attributes, emotional bonds, and economic values in the development of brand engagement in the online retail marketplace. Three Indian cities, Bangalore, Visakhapatnam, and Hyderabad were the sites of a sample survey of young online shoppers. The present study's findings will clarify the possibility of developing an efficient online grocery retail platform for young Indian consumers, one that would improve consumer value and increase their inclination to purchase online.

Will they stay or will they go? application of machine learning classifiers of purchase and churn prediction to a digital journalistic platform

ABSTRACT Considering the ubiquity of data, purchase and churn prediction have become crucial for data-driven decision-making. While many sectors have benefited from the abundance of data in the wake of digital transformation, the applications of predictive analytics remain limited in small or medium-sized enterprises, and journalism. Thus, this study focuses on applying such techniques in the context of start-up journalism. For this purpose, article purchase and subscription data from a digital journalistic platform of over 2,700 individual customers were analysed in multiple models using the ensemble methods of random forest and gradient boosting, and logistic regression. The findings suggest, first, that variables typically associated with the recency, frequency and monetary value of customers are central to purchase prediction, and, second, that churn prediction depends on other behavioural variables, such as time/actions per visit. Furthermore, while naïve application of the logistic regression achieves comparable results to the ensemble methods for the purchase prediction, it strongly underperforms in churn prediction, while gradient boosting performs best throughout. Beyond, optimisation for recall leads to random forest to perform best. The results demonstrate high accuracy scores and hence imply the applicability of such models to journalism. Furthermore, this paper demonstrates how to reduce classification thresholds in models to improve sensitivity for small, imbalanced data sets.

Knowledge Management In Digital Information Technology

Knowledge management is emerging as a key concern of organizations, particularly those who have already redesigned their business processes and embedded a total quality approach into their practices. Knowledge management may mean management of knowledge, both explicit and tacit knowledge. Knowledge Management provides access to experience, knowledge and expertise that create new capabilities, enable superior performance, encourage innovation, and enhance customer value. Present paper attempt to highlights the growth and development of knowledge management in the changing context of digital environment as well as current and common challenges in knowledge management and its probable solution as well as role of library and information professionals

Social Media Marketing as a Catalyst of Digital Transformation of Business Operations

In today’s dynamic digital environment, social media marketing has become a pivotal element of digital transformation, fundamentally reshaping how businesses approach advertising, marketing strategies, and fostering customer engagement and value creation. This write-up highlights the multifaceted role of social media in enhancing brand visibility, fostering customer interactions, and driving customer value creation across economic, functional, and social dimensions. Leveraging insights from industry studies, it discusses the use of platform s to optimise operations, conduct market research, and create personalised customer experiences. Challenges such as data privacy concerns and regulatory compliance should be addressed, emphasising the need for robust data governance frameworks. The insights from the discussion underscore the importance of integrating advanced tools like AI for operational efficiency and personalised interactions. By aligning social media efforts with broader digital strategies, businesses can achieve sustainable growth in a competitive, customer-centric digital economy.

Factors affecting customer retention in banking sector

The main purpose of this research is to measure customer retention through elements such as switching barriers, customer perception of value, customer satisfaction, online relationships, and trust. Data was collected from 135 customers of banking services in Kosovo using purposive sampling. The statistical software SPSS was used for the analysis. We used multiple linear regression to determine the influence of factors affecting client retention. Based on the research results, we conclude that online relationships, customer satisfaction, and trust positively and significantly influence customer retention. Online relationships, on the other hand, had the most significant influence. Customer retention is negatively impacted by customer value and switching barriers. The research findings provide recommendations for bank managers concerning the services they offer and the technical elements of service delivery. The presented recommendations can be viewed as elements whose implementation enables banks to provide added value to their clients and gain loyal and long-term customers.

Assessing the Impact of Perceived Corporate Social Responsibility Activities on Customer Value: Examining the Role of Brand Attitude and Customer–Company Identification

Despite recent evidence indicating a rise in customer attention to businesses’ corporate social responsibility (CSR) activities, few studies have investigated how CSR impacts customer value. Addressing this gap, this study aims to assess the influence of perceived CSR activities (legal CSR, economic CSR, social CSR and environmental CSR) on brand attitudes and customer–company identification (CCI). Furthermore, the impacts of brand attitude and CCI on customer value are explored. The data were collected from 199 respondents through a structured questionnaire. Analysis was performed via structural equation modelling in Amos and SPSS. The results show that social CSR and environmental CSR positively influence brand attitudes and CCI. In contrast, legal CSR and economic CSR have insignificant impacts on brand attitude and CCI. Moreover, customer value is positively and significantly affected by brand attitude and CCI. These results underscore the need for organizations to put more emphasis on their social and environmental CSR to improve customers’ value.

Self-service technologies in retail stores: how phygital retailing creates customer value and drives choice confidence

PurposeThe purpose of this empirical study is to consider the interaction of self-service technologies (SSTs) with retail customers, exploring how retail customers perceive SST value and how this value affects their choice confidence when shopping.Design/methodology/approachWe carried out a large shopper survey in collaboration with six French mass retailers. Digital kiosks and interactive tablets were the focal SSTs. Partial least squares-path modelling (PLS-PM) was used to test our cost‒benefit conceptual framework and the corresponding research hypotheses. Furthermore, through multigroup comparison analysis, we tested the moderating effect of customers’ subjective knowledge of the product category.FindingsFunctional and interactive benefits/costs arising from SST usage determine customer perceived value. The key notion of perceived SST value implies that people make favourable cost‒benefit tradeoffs. Customer choice confidence is positively affected by perceived SST value. Customer product category knowledge plays a key role as a moderator of human–SST interactions in phygital retail settings.Originality/valueThis paper is concerned with the role of SST in creating phygital experiences and delivering value to retail customers. This is a first attempt at examining how perceived SST value affects customer choice confidence and what role customer product category knowledge plays.