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An integrated approach to customer value: A comprehensive-practical approach

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  • Klanac, Nataša Golik

Abstract

The paper presents a comprehensive and practical approach to studying value from the customer point of view i.e. customer value (CV). It builds on three approaches to CV: the benefit-sacrifice, the means-end and the experiential. The developed integrated approach presents a more complete view on CV and its components than current approaches, offering a more meaningful guidance for marketing management activities.

Suggested Citation

  • Klanac, Nataša Golik, 2013. "An integrated approach to customer value: A comprehensive-practical approach," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 6(1), pages 22-37.
    • Handle: RePEc:zbw:fubjbm:76796
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    References listed on IDEAS

    as
    1. Andreas Eggert & Wolfgang Ulaga, 2002. "Customer perceived value: a substitute for satisfaction in business markets?," Post-Print hal-00484980, HAL.
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    4. Tommi Laukkanen, 2006. "Customer-perceived value of e-financial services: a means-end approach," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 1(1), pages 5-17.
    5. Pitts, Robert E. & Wong, John K. & Joel Whalen, D., 1991. "Consumers' evaluative structures in two ethical situations: A means-end approach," Journal of Business Research, Elsevier, vol. 22(2), pages 119-130, March.
    6. Slater, Stanley F. & Narver, John C., 1994. "Market orientation, customer value, and superior performance," Business Horizons, Elsevier, vol. 37(2), pages 22-28.
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    Cited by:

    1. Pekkarinen, Olli & Salminen, Risto T., 2013. "Developing industrial solution offerings: A framework and management guidelines," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 6(3), pages 143-170.
    2. Dimária Silva e Meirelles & Daniel D’Andrea, 2021. "From private label to co-branded credit card: an assessment of the impact of a change in value proposition over customer value perception and company value capture," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(1), pages 52-65, March.
    3. Setyo Ferry Wibowo & Gatot Nazir Ahmad & Solekhah, 2020. "Perceived Value of Green Residence: The Role of Perceived Newness and Perceived Relative Advantage," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(2), pages 443-456.

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