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Marketing’s value propositions: a focus on exit, voice, and loyalty

Author

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  • G. Tomas M. Hult

    (Michigan State University)

  • Forrest V. Morgeson

    (Michigan State University)

Abstract

We capture the theoretical and practical essence of the thoughts by Key, Clark, Ferrell, Stewart, and Pitt (AMS Review, 2020) on marketing’s value propositions by creating an integrative satisfaction-focused exit-voice-loyalty theory. The potpourri of thoughts by Key et al. (2020) in this issue of AMS Review–centered mainly on marketing’s value propositions within the broader business academy (and practice)–lend themselves to a focus on the value propositions, dynamics, and relationships between customers and firms. With the customer-firm exchange as the lens, marketing’s value propositions are effectively brought out via the development of the satisfaction-focused exit-voice-loyalty theory (SEVL theory).

Suggested Citation

  • G. Tomas M. Hult & Forrest V. Morgeson, 2020. "Marketing’s value propositions: a focus on exit, voice, and loyalty," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 185-188, December.
    • Handle: RePEc:spr:amsrev:v:10:y:2020:i:3:d:10.1007_s13162-020-00187-4
    DOI: 10.1007/s13162-020-00187-4
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    References listed on IDEAS

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    1. Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
    2. Thomas Martin Key & Terry Clark & OC Ferrell & David W. Stewart & Leyland Pitt, 2020. "Marketing’s theoretical and conceptual value proposition: opportunities to address marketing’s influence," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 151-167, December.
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    Keywords

    Marketing Value; Customer Satisfaction;

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