IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-04434023.html
   My bibliography  Save this paper

Customer Perceived Value: A Comprehensive Meta-analysis

Author

Listed:
  • M. Blut

    (Durham University)

  • Damien Chaney

    (Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School)

  • R. Lunardo

    (Kedge BS - Kedge Business School)

  • R. Mencarelli

    (Institut d'Administration des Entreprises (IAE) - Savoie Mont-Blanc)

  • D. Grewal

    (University of Bath [Bath], ITESM - Tecnológico de Monterrey = Monterrey Institute of Technology)

Abstract

Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV. \textcopyright The Author(s) 2023.

Suggested Citation

  • M. Blut & Damien Chaney & R. Lunardo & R. Mencarelli & D. Grewal, 2023. "Customer Perceived Value: A Comprehensive Meta-analysis," Post-Print hal-04434023, HAL.
    • Handle: RePEc:hal:journl:hal-04434023
    DOI: 10.1177/10946705231222295
    Note: View the original document on HAL open archive server: https://normandie-univ.hal.science/hal-04434023v1
    as

    Download full text from publisher

    File URL: https://normandie-univ.hal.science/hal-04434023v1/document
    Download Restriction: no
    File URL: https://libkey.io/10.1177/10946705231222295?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
    ---><---

    References listed on IDEAS

    as
    1. Babin, Barry J & Darden, William R & Griffin, Mitch, 1994. "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(4), pages 644-656, March.
    2. Parker, Jeffrey R. & Lehmann, Donald R., 2011. "When Shelf-Based Scarcity Impacts Consumer Preferences," Journal of Retailing, Elsevier, vol. 87(2), pages 142-155.
    3. Dhruv Grewal & Nancy Puccinelli & Kent B. Monroe, 2018. "Meta-analysis: integrating accumulated knowledge," Journal of the Academy of Marketing Science, Springer, vol. 46(1), pages 9-30, January.
    4. Wolfgang Ulaga & Andreas Eggert, 2006. "Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status," Post-Print hal-00482456, HAL.
    5. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    6. Lei, Jing & de Ruyter, Ko & Wetzels, Martin, 2008. "Consumer Responses to Vertical Service Line Extensions," Journal of Retailing, Elsevier, vol. 84(3), pages 268-280.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Hyeon Jo & Do-Hyung Park, 2024. "Exploring loyalty drivers for smartphone and mobile carriers," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    2. Roy, Sanjit K. & Singh, Gaganpreet & Hollebeek, Linda D. & Shabnam, Saadia & Japutra, Arnold & van Doorn, Sebastian & Ray, Subhasis & Appio, Francesco Paolo, 2024. "Smart service value: Conceptualization, scale development, and validation in the retailing context," Technovation, Elsevier, vol. 137(C).
    3. Abu Farha, Allam K. & El Hedhli, Kamel & Alnawas, Ibrahim & Zourrig, Haithem & Becheur, Imene, 2024. "Drivers and outcomes of a shopper-retailer's app relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    2. Yuhan Ge & Qing Yuan & Yaxi Wang & Keunsoo Park, 2021. "The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China," Sustainability, MDPI, vol. 13(15), pages 1-19, August.
    3. Büyükdağ, Naci & Kitapci, Olgun, 2021. "Antecedents of consumer-brand identification in terms of belonging brands," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    4. Prarawan Senachai & Puthipong Julagasigorn, 2024. "Retail mix instruments influencing customer perceived value and customer engagement: a conceptual framework and research agenda," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    5. Christine Gonzalez & Élodie Huré & Karine Picot-Coupey, 2013. "Mobile application value for consumers," Economics Working Paper Archive (University of Rennes & University of Caen) 201340, Center for Research in Economics and Management (CREM), University of Rennes, University of Caen and CNRS.
    6. Davis, Lizhu & Hodges, Nancy, 2012. "Consumer shopping value: An investigation of shopping trip value, in-store shopping value and retail format," Journal of Retailing and Consumer Services, Elsevier, vol. 19(2), pages 229-239.
    7. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    8. Činjarević Merima & Kožo Amra & Berberović Denis, 2019. "Sharing is Caring, and Millennials Do Care: Collaborative Consumption through the Eyes of Internet Generation," South East European Journal of Economics and Business, Sciendo, vol. 14(1), pages 49-60, June.
    9. Yeh, Ching-Hsuan & Wang, Yi-Shun & Yieh, Kaili, 2016. "Predicting smartphone brand loyalty: Consumer value and consumer-brand identification perspectives," International Journal of Information Management, Elsevier, vol. 36(3), pages 245-257.
    10. Muthaffar, Aisha & Vilches-Montero, Sonia, 2023. "Empowering retailers: A bounded rationality perspective to enhancing omnichannel journey satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    11. Dangelico, Rosa Maria & Alvino, Letizia & Fraccascia, Luca, 2022. "Investigating the antecedents of consumer behavioral intention for sustainable fashion products: Evidence from a large survey of Italian consumers," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    12. Katarzyna Żyminkowska, 2018. "Hedonic and Utilitarian Drivers of Customer Engagement," Central European Business Review, Prague University of Economics and Business, vol. 2018(4), pages 15-33.
    13. Acquila-Natale, Emiliano & Iglesias-Pradas, Santiago, 2021. "A matter of value? Predicting channel preference and multichannel behaviors in retail," Technological Forecasting and Social Change, Elsevier, vol. 162(C).
    14. Pierre Volle & Ahmed Anis Charfi, 2011. "Valeur perçue et comportements en ligne en état d'immersion : le rôle modérateur de l'implication et de l'expertise," Post-Print halshs-00638649, HAL.
    15. Changpeng Shao & Sen Lin, 2024. "Do psychological costs matter? The mechanism of perceived value on green consumption behaviour," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    16. Ana Isabel Polo Peña & Dolores María Frías Jamilena & Miguel Ángel Rodríguez Molina, 2017. "The effects of perceived value on loyalty: the moderating effect of market orientation adoption," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 93-116, March.
    17. Carlson, Jamie & O’Cass, Aron & Ahrholdt, Dennis, 2015. "Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 90-102.
    18. Vieira, Valter Afonso & Rafael, Diego Nogueira & Agnihotri, Raj, 2022. "Augmented reality generalizations: A meta-analytical review on consumer-related outcomes and the mediating role of hedonic and utilitarian values," Journal of Business Research, Elsevier, vol. 151(C), pages 170-184.
    19. Mimouni-Chaabane, Aîda & Volle, Pierre, 2010. "Perceived benefits of loyalty programs: Scale development and implications for relational strategies," Journal of Business Research, Elsevier, vol. 63(1), pages 32-37, January.
    20. Barbopoulos, Isak & Johansson, Lars-Olof, 2017. "The Consumer Motivation Scale: Development of a multi-dimensional and context-sensitive measure of consumption goals," Journal of Business Research, Elsevier, vol. 76(C), pages 118-126.

    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:hal:journl:hal-04434023. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    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.