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A Novel Framework For Modeling Value For The Customer, An Essay On Negotiation

Author

Listed:
  • SUSANA NICOLA

    (Mathematic Department, ISEP — Porto Polytechnic School of Engineering, Porto, Portugal;
    GECAD — Knowledge Engineering and Decision Support Research Center, Porto, Portugal;
    Rua Dr. António Bernardino de Almeida, 431, 4200-072 Porto, Portugal)

  • EDUARDA PINTO FERREIRA

    (Mathematic Department, ISEP — Porto Polytechnic School of Engineering, Porto, Portugal;
    GECAD — Knowledge Engineering and Decision Support Research Center, Porto, Portugal;
    Rua Dr. António Bernardino de Almeida, 431, 4200-072 Porto, Portugal)

  • J. J. PINTO FERREIRA

    (Universidade do Porto, Faculdade de Engenharia/DEIG, INESC Porto/UITT, Porto, Portugal;
    Rua Dr. Roberto Frias, 4200-465 Porto, Portugal)

Abstract

This paper proposes a novel framework for modeling the Value for the Customer, the so-called Conceptual Model for Decomposing Value for the Customer (CMDVC). This conceptual model is first validated through an exploratory case study where the authors validate both the proposed constructs of the model and their relations. In a second step the authors propose a mathematical formulation for the CMDVC as well as a computational method. This has enabled the final quantitative discussion of how the CMDVC can be applied and used in the enterprise environment, and the final validation by the people in the enterprise. Along this research, we were able to confirm that the results of this novel quantitative approach to model the Value for the Customer is consistent with the company's empirical experience. The paper further discusses the merits and limitations of this approach, proposing that the model is likely to bring value to support not only the contract preparation at an Ex-Ante Negotiation Phase, as demonstrated, but also along the actual negotiation process, as finally confirmed by an enterprise testimonial.

Suggested Citation

  • Susana Nicola & Eduarda Pinto Ferreira & J. J. Pinto Ferreira, 2012. "A Novel Framework For Modeling Value For The Customer, An Essay On Negotiation," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 11(03), pages 661-703.
    • Handle: RePEc:wsi:ijitdm:v:11:y:2012:i:03:n:s0219622012500162
    DOI: 10.1142/S0219622012500162
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    Cited by:

    1. Marjan S. Jalali & Fernando A. F. Ferreira & João J. M. Ferreira & Ieva Meidutė-Kavaliauskienė, 2016. "Integrating Metacognitive and Psychometric Decision-Making Approaches for Bank Customer Loyalty Measurement," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(04), pages 815-837, July.

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