Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa
Journal title MERCATI E COMPETITIVITÀ
Author/s Stefano Cabras, Cinzia Dessì, Michela Floris
Publishing Year 2009 Issue 2009/2
Language Italian Pages 22 P. 125-146 File size 622 KB
DOI 10.3280/MC2009-002007
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On the Measurement of Perceived Customer Value: A Formative Mode Customer value is unanimously considered to be one of the most fundamental concepts in marketing theory. Nonetheless, customer value measurement has been at best sparse or minimal. The authors specify and test a formative measurement model of customer value which describes the additive contribution of four categories of benefits and three categories of sacrifices to customer value formation. The authors present results of measurement scale development process in three consumption contexts, and show that the proposed model, which they call perceived consumption experience value (PCEV), is reliable and valid, and is able to predict customer satisfaction and loyalty better than the Gale method.
Keywords: customer value, benefits and sacrifices analysis, measurement Parole chiave: valore per il cliente, analisi benefici/sacrifici, misurazione
Stefano Cabras, Cinzia Dessì, Michela Floris, Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa in "MERCATI E COMPETITIVITÀ" 2/2009, pp 125-146, DOI: 10.3280/MC2009-002007