Purpose Most empirical balanced scorecard (BSC) studies have shown a tendency to wrongly employ reflective indicators instead of the more theoretically suitable formative indicators. However, formative indicators are difficult to apply due to the lack of statistical software support and a...

Purpose – The purpose of this paper is to test and compare different conceptual approaches for perceived value in a service context. Design/methodology/approach – Perceived value is an outcome construct that results from various benefits received and sacrifices devoted to achieve a...