Customer value creation in professional service relationships: the case of credence goods

Charles Howden and Andrew D. Pressey

The Service Industries Journal, 2008, vol. 28, issue 6, 789-812

Abstract: Understanding the sources of customer value in buyer--supplier relationships is viewed as a competitive priority and a key component in a firm's long-term survival. This said, however, research examining relationship value is still at a formative stage. This is particularly the case for professional services -- which are often characterised by their credence qualities being high in both information asymmetry and perceived risk, and often requiring the provider to determine the needs of the customer -- where research exploring customer value is non-existent. This study examines the dimensions of customer value in professional services relationships with credence qualities (commercial insurance) through in-depth interviews with organisational buyers and front-line staff conducted in two separate studies. Six dimensions of customer value are identified and implications for theory and practice are offered.

Date: 2008
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Citations: View citations in EconPapers (11)

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DOI: 10.1080/02642060801990361

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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