TY - JOUR
T1 - Assessing value-in-use
T2 - a conceptual framework and exploratory study
AU - Macdonald, Emma K.
AU - Wilson, Hugh
AU - Martinez, Veronica
AU - Toossi, Amir
N1 - Funding Information: The authors gratefully acknowledge the funding and support of the EPSRC through the Cranfield Innovative Manufacturing Research Centre (IMRC). The authors also acknowledge with thanks Marko Bastl, Prof. Steve Evans, Dr. Rick Greenough, Dr. Mark Johnson, Grace Liu, Dr. Helen Lockett, the anonymous practitioner informants, and the editors and anonymous reviewers of this special issue.
Emma K. Macdonald, Hugh Wilson, Veronica Martinez, Amir Toossi, Assessing value-in-use: A conceptual framework and exploratory study, Industrial Marketing Management, Volume 40, Issue 5, 2011, Pages 671-682, https://doi.org/10.1016/j.indmarman.2011.05.006
PY - 2011/7/31
Y1 - 2011/7/31
N2 - Developing approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical research, the framework includes assessment not just of provider attributes but also of the customer's usage processes, as well as customer evaluations of the value-in-use they obtain. Interviews with members of a cross-disciplinary buying group provide support for the framework, including the observations that individuals can assess the quality of their usage processes and that they can articulate value-in-use at both organisational and individual levels; the further concept of network quality also emerges from the data. Assessment of usage process quality as well as service quality evolves as the customer's goals evolve. Practitioners may wish to elicit usage process quality and value-in-use as well as service quality. Research directions include scale development for both usage process quality and value-in-use.
AB - Developing approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical research, the framework includes assessment not just of provider attributes but also of the customer's usage processes, as well as customer evaluations of the value-in-use they obtain. Interviews with members of a cross-disciplinary buying group provide support for the framework, including the observations that individuals can assess the quality of their usage processes and that they can articulate value-in-use at both organisational and individual levels; the further concept of network quality also emerges from the data. Assessment of usage process quality as well as service quality evolves as the customer's goals evolve. Practitioners may wish to elicit usage process quality and value-in-use as well as service quality. Research directions include scale development for both usage process quality and value-in-use.
KW - customer perceived value
KW - service quality
KW - service-dominant logic
KW - usage process
KW - value-in-use
UR - https://dspace.lib.cranfield.ac.uk/handle/1826/5784
U2 - 10.1016/j.indmarman.2011.05.006
DO - 10.1016/j.indmarman.2011.05.006
M3 - Article
AN - SCOPUS:79960420601
SN - 0019-8501
VL - 40
SP - 671
EP - 682
JO - Industrial Marketing Management
JF - Industrial Marketing Management
IS - 5
ER -