The transformation of value and evolution of customer experience: an exploration of the typologies, facets and significance

Anushree Tandon, Vibhuti Tripathi and Ashish Gupta

International Journal of Indian Culture and Business Management, 2014, vol. 8, issue 4, 425-441

Abstract: The development of an assimilated global economy and advent of integrated communication technologies have played a defining role in re-moulding customers' perception of value. Value has evolved from being merely utility oriented to encompassing the entirety of customer's experience with products/services. This change has given organisations an opportunity to differentiate their offerings by creating exclusive and personalised experiences. This paper attempts to explore the transformation of value, consumption experiences and the components of their typologies. The study would help organisations to recognise the dimensions of experiential value which could be incorporated in their strategies to achieve competitive advantage.

Keywords: customer experience management; experiential value; hedonic value; utilitarian value; value co-creation; typology. (search for similar items in EconPapers)
Date: 2014
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