Using the DART (dialogue, access, risk, and transparency) model as a core framework of value co-creation (VCC), and in the context of hospitality services, this study explores the role VCC might have in customers' perceived value (PV). The study delineates two characteristics of PV - perceived...

Co-destruction of value has been highlighted as a possible outcome of every interaction between firms and consumers. Despite the likelihood of its occurrence, the concept is not adequately defined or understood, while little is known about how and where it occurs. This paper reviews the...

Using cinema in the pedagogy of entrepreneurship can be useful to illustrate the process and dy-namics of the Business Model in a limited time. Here, the movie La La Land is used as a case study to analyze the links and the alignment between the value proposition and the other components of the...

White Ocean Strategy (WOS) has a positive impact on the company. However, many companies have not implemented this strategy. There is a research gap between customer value and customer engagement (CE). This research explains that customer value is an antecedent of CE. However, some studies...

This research is a quantitative research that examines customer satisfaction and customer value of Zelika Company, West Papua Province. The aims of this study are: 1) To examine and analyze the effect of customer relationship management on customer value; 2) Test and analyze the effect of service...

The coupling of data and digital innovation opens the way for new business in the financial services sector, where customers are placed at the centre of decisions and data can help to develop customer knowledge. To carry out our research, we adopted a multi-case study approach to explore how a...

Customer momentum refers to the ability of customer returns to predict suppliers returns. I show that this momentum in returns is related to momentum in economic primitives, and specifically in operating profits. In fact, given that accounting information is more gradually incorporated into...

The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

This paper examines the customer value creation framework and discusses the design of the key elements for product development in emerging markets. A scientometric/bibliometric scoping literature review identifies a clear gap in the current research in studying prerequisites for customer value...

Understanding which factors are important to consumers when deciding to use a mobile wallet and how these factors influence users’ commitment and recommendation is important because the demand for cashless transactions has increased worldwide in recent years, especially developing countries...

Service providers increasingly offer goal enabling technologies (GETs) in the pursuit of becoming more customer-centric. The popularity of GETs is based on the assumption that enabling customers to set service specific goals can improve both the service's value to the customer and the customer's...

While a growing number of consumer market studies reveal that price image is strategically important for the retailers who own it, no study has explored the role of price image in the business market. The Resource-based view (RBV) framework is used to fill a gap in the extant literature by...

The (relative) cost of the customer’s waiting time has long been used as a key parameter in queueing models, but it can be difficult to estimate. Recently, Singhal, Singhal, and Kumar (2019) introduce a new queue characteristic, the value of the customer’s waiting time, which measures how an...

Most of the previous studies on the value co-creation among organizations, employees, and customers largely focused on either the organization’s or the customer’s involvement in value co-creation; there is a paucity of research examining how employees are involved in the process in...

Technological development has led to rich datasets, fast processing capabilities, and a large body of literature on accurate yet complex models. However, although managers see potential in becoming data-driven, few successfully apply contemporary analytics. In retailing, some of the hurdles are...

This study developed a scale of co-created value (CCV) from the service-dominant logic perspective. Value co-creation highlighted by service-dominant logic has drawn the attention of academia; however, the actual value, as an outcome of value co-creation, is not yet fully measured. The present...

The new school of thought in sales -- Sales culture and processes -- Key account management in B2B -- Account selection -- Strategy comparison customer company - supplier company -- Core benefits, core messages, win-loss analysis, value proposition -- Top executive relationship program --...

Theoretische und methodische Fundierung der Arbeit -- Einleitung -- Erfolgsbewertung in Banken -- Effizienzorientierte Erfolgsbewertung -- Empirische Studie zur Kunden- effizienz und ihren Determinanten -- Grundlagen und Aufbau der Untersuchung -- Datengrundlage und deskriptive Analyse --...