Pursuing personal constructs through quality, value, and satisfaction (original) (raw)
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Consumer values among restaurant customers
International Journal of Hospitality Management, 2007
The research presented in this article focuses on consumer values in restaurant meal experiences from the restaurant customers' points of view. Based on a set of data, the purpose is to evaluate the customers' perceived consumer values in restaurant meal experiences and to compare the results with other studies on consumer values and service quality and with studies of meal experiences. A modified grounded theory approach has been followed. The empirical data are based on seven semistructured interviews of experienced restaurant customers in two cities in Norway. A conceptual model illustrates the coding process that shows the connection between the different categories. The data analysis produces different categories of consumer-specific values on three levels of integration. The lowest level includes 29 consumer values that are integrated into 13 specified values. On the highest level, five value categories of consumer-oriented values are specified. These are excellence, harmony, emotional stimulation, acknowledgement, and circumstance value, of which harmony is the most emphasised value among the restaurant customers. This study offers the restaurant industry increased insight into consumer values among their actual and potential customers. It also lays a foundation for conducting a quantitative study in the future to test the validity of the determined values in customer meal experiences.
An Examination of Post-Experience Perceived Value: The Case of Hospitality Services
2004
The concepts of perceived quality and customer satisfaction gained their importance and wide popularity amongst marketers and researchers because of the information they are thought to provide about the customer's product / service evaluation process. However, these two notions, in many cases, fell short of their promise. The first tends to provide information about the internal aspects of the operations, while the latter proved to be inadequate in predicting behavioural intentions as experience showed that, in many cases, satisfied customers defect. The emerging concept of perceived value is more customer-orientated. It is perceived value that consumers use when comparing alternatives rather than quality and satisfaction. This makes perceived value one of the best tools to help the service provider improve their competitive position. Despite the increased recognition of perceived value as a source of competitive advantage, it has not been sufficiently incorporated into the service evaluation research stream. Moreover, little attention has been given to identifying the dimensions of this construct and ascertaining their nature. This study aims to investigate the dimensionality of perceived value of hotel customers after the service encounter and examine the relationship between the found dimensions and other post-service-experience service evaluation constructs, with application to hospitality services. I A preliminary study showed that the existing measures of perceived value did not show enough validity when applied to the hospitality services' customers after the service experience. A follow up study showed that a refined conceptualisation of perceived value dimensions was needed and a new perceived value measurement tool was required to capture these dimensions. Therefore, this study presented a new twodimensional scale for perceived value. The new scale was shown to be a good measure of perceived value. The study also suggested a perceived value model that relates the two perceived value dimensions to price, perceived quality, customer satisfaction, and behavioural. intentions. The tested model showed that not only does perceived value affect customers' behavioural intentions directly, but also indirectly through customer satisfaction. Finally, another contribution of this study is that it introduced an improved definition of perceived value. The new definition is more comprehensive and therefore should be adopted in finther research on this concept.
Past progress and future directions in conceptualizing customer perceived value
International Journal of Service Industry Management, 2005
Purpose -To propose an alternative model specification for better conceptualizing the definition of a customer perceived value construct, and to discuss the theoretical justification of the model. Design/methodology/approach -The proposed model was elaborated based on theoretical contexts. Three models of different conceptualization specifications were estimated and compared with eTail service value survey data. Findings -Based on theory, perceived value should be conceived as a formative construct. The empirical results demonstrated different parameter estimates and thus conclusions are drawn from different conceptualization methods. Research limitations/implications -Future research is suggested to apply the proposed formative value model in other marketing settings, and to explore the role of consumer satisfaction in post-purchase behavior. Practical implications -Marketing resources allocation and communication programs may be influenced due to different conceptualization methods of value construct applied by practitioners. Originality/value -This paper provides a theoretical rationale for conceptualizing perceived value with formative specification. It stresses that the theoretical justification is a major concern for determining conceptualization models.
Characterizing Value as an Experience: Implications for Service Researchers and Managers
Journal of Service Research, 2012
Within contemporary discourse around service-dominant logic, phenomenologically (experientially) determined value has been placed at the center of value discussion. However, a systematic characterization of value in the experience has not been presented to date. In this article, the authors outline four theoretical propositions that describe what value in the experience is, which are then illustrated using a narrative data set. The propositions consider both lived and imaginary value experiences and posit that current service experiences are influenced by previous and anticipated service experiences. The article contributes to the service literature by characterizing value in the experience as an ongoing, iterative circular process of individual, and collective customer sense making, as opposed to a linear, cognitive process restricted to isolated service encounters. The authors recommend that service researchers should consider the use of interpretive methodologies based on the four theoretical propositions outlined in order to better understand the many ways that service customers experience value in their lifeworld contexts, which extend well beyond the service organization's zone of influence. Service managers should also consider how a richer understanding of past, current, and imaginary value in the context in service customers' individual lifeworld contexts might generate novel insights for service innovations. ). Carol's research focuses on the consumer experience and practice of value co-creation in collaborative consumption contexts.
International Journal of Hospitality Management, 2015
Within the deep and extensive research on value, two main areas of discussion emerge: multidimensionality (intra-variable approach) and interrelationships with other constructs (inter-variable approach). Independently, the two areas have produced relevant knowledge; however, when studying them jointly, the results are inconsistent. The paper aims first to build four self-oriented value scales for a hospitality experience (efficiency, quality, play, and aesthetics), and second to test them in a SEM model with overall perceived value, customer satisfaction, and customer loyalty, upon a sample of 585 hotel consumers in Sardinia (Italy). The results show both unexpected (for the intra-variable approach) and confirmatory (for the inter-variable approach) findings: first, in spite of being a hedonic experience (leisure tourism), intrinsic values (play and aesthetics) are weaker predictors than extrinsic ones (efficiency and service quality) of both overall value and loyalty. Second, a clear quality-value-satisfaction-loyalty chain is confirmed, with relevant indirect effects.
International Journal of Hospitality Management, 2019
In today’s market, firms expect customers to not only consume their offerings, but also to market these offerings indirectly through different engagement behaviors. This study is conducted to examine factors that may drive customers to engage with restaurants. The research builds on the theory of engagement and relationship marketing literature to propose that customer perceived value (CPV) and relationship quality (RQ) are antecedents of CE. In addition, a mediated relationship between CPV and CE through RQ is examined to better understand the effects of CPV on CE. Customer value consciousness (CVC) is incorporated into the model as a boundary condition of the hypothesized positive impacts of CPV on CE and RQ. Findings demonstrate support to the relationships hypothesized. Further, the study develops the ‘value get, value’ framework to extend research on customer relationship and engagement. Findings are discussed in detail with implications for theory and practice.