Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa

Stefano Cabras, Cinzia Dess? and Michela Floris

MERCATI & COMPETITIVIT?, 2009, vol. 2009/2, issue 2, 125-146

Abstract: 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

Date: 2009
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