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Implementation and Outcomes of Customer Value: A Dyadic Perspective

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  • Shu-Ching Chen
  • Pascale G. Quester

Abstract

This study examines the concept of customer value based on the views shared by service firms and their consumers. Using qualitative and quantitative approaches, the study reveals customer satisfaction and retention as outcomes of front-line service employees' value delivery practices. Our results suggest that service employees' efforts to deliver customer value, even when based on a dyadic view, do not necessarily lead to customer retention. Rather, customers become more loyal when the value provided by service employees is matched by consumers' satisfaction. In other words, satisfaction is an important and necessary mediating variable between employees' efforts and customer retention.

Suggested Citation

  • Shu-Ching Chen & Pascale G. Quester, 2007. "Implementation and Outcomes of Customer Value: A Dyadic Perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 27(6), pages 779-794, September.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:6:p:779-794
    DOI: 10.1080/02642060701453270
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    Cited by:

    1. Sergio Román, 2014. "Salesperson's listening in buyer-seller service relationships," The Service Industries Journal, Taylor & Francis Journals, vol. 34(7), pages 630-644, May.

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