IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v28y2008i6p789-812.html
   My bibliography  Save this article

Customer value creation in professional service relationships: the case of credence goods

Author

Listed:
  • Charles Howden
  • Andrew D. Pressey

Abstract

Understanding the sources of customer value in buyer--supplier relationships is viewed as a competitive priority and a key component in a firm's long-term survival. This said, however, research examining relationship value is still at a formative stage. This is particularly the case for professional services -- which are often characterised by their credence qualities being high in both information asymmetry and perceived risk, and often requiring the provider to determine the needs of the customer -- where research exploring customer value is non-existent. This study examines the dimensions of customer value in professional services relationships with credence qualities (commercial insurance) through in-depth interviews with organisational buyers and front-line staff conducted in two separate studies. Six dimensions of customer value are identified and implications for theory and practice are offered.

Suggested Citation

  • Charles Howden & Andrew D. Pressey, 2008. "Customer value creation in professional service relationships: the case of credence goods," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 789-812, July.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:789-812
    DOI: 10.1080/02642060801990361
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060801990361
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060801990361?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Feser, Daniel & Proeger, Till, 2015. "Asymmetric information as a barrier to knowledge spillovers in expert markets," University of Göttingen Working Papers in Economics 259, University of Goettingen, Department of Economics.
    2. Nina Tura & Lea Hannola & Mikko Pynnönen, 2017. "Agile Methods for Boosting the Commercialization Process of New Technology," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 14(03), pages 1-23, June.
    3. Daniel Feser & Till Proeger, 2017. "Asymmetric information as a barrier to knowledge spillovers in expert markets," International Entrepreneurship and Management Journal, Springer, vol. 13(1), pages 211-232, March.
    4. Nuryakin Nuryakin & Retno Widowati PA & Indah Fatmawati, 2018. "Network Advantage: Mediating Effect on Business Performance," Scientific Annals of Economics and Business (continues Analele Stiintifice), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 65(4), pages 443-457, December.
    5. Nuryakin & Vincent Didiek Wiet Aryanto & Mulyo Budi Setiawan, 2018. "Mediating effect of value creation in the relationship between relational capabilities on business performance," Contaduría y Administración, Accounting and Management, vol. 63(1), pages 33-34, Enero - M.
    6. Joanna Rosak-Szyrocka & Justyna Żywiołek & Maciej Mrowiec, 2022. "Analysis of Customer Satisfaction with the Quality of Energy Market Services in Poland," Energies, MDPI, vol. 15(10), pages 1-24, May.
    7. Jasmin Baumann & Kenneth Le Meunier-FitzHugh, 2014. "Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 5-20, June.
    8. Pemer, Frida & Skjølsvik, Tale, 2019. "The cues that matter: Screening for quality signals in the ex ante phase of buying professional services," Journal of Business Research, Elsevier, vol. 98(C), pages 352-365.
    9. Mª. Oviedo-García & Manuela Vega-Vázquez & Mario Castellanos-Verdugo, 2015. "CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 663-685, December.
    10. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:28:y:2008:i:6:p:789-812. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.