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From perceptions to propositions: Profiling customer value across retail contexts

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  • Rintamäki, Timo
  • Kirves, Kaisa

Abstract

The core claim made in the paper is that retailers wishing to identify and manage competitive customer value propositions succeed by measuring and modeling customer value perceptions with reference to specific contexts relevant for their competitive advantage. Hence, the purpose of the paper is to present development and validation of a scale for measuring and modeling customer value and to illustrate how contextual perspective contributes to the evaluation of customer value propositions. The findings, based on empirical data from Finland, Japan, and the U.S., validate a framework wherein customer value reflects economic, functional, emotional, and symbolic dimensions of value, associating with satisfaction and word of mouth effects. The customer value profiles generated on this basis provide analytical insight for evaluating how country, channel, product category, and competitive situation influence the criteria for contextual evaluation of customer value propositions.

Suggested Citation

  • Rintamäki, Timo & Kirves, Kaisa, 2017. "From perceptions to propositions: Profiling customer value across retail contexts," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 159-167.
    • Handle: RePEc:eee:joreco:v:37:y:2017:i:c:p:159-167
    DOI: 10.1016/j.jretconser.2016.07.016
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    References listed on IDEAS

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    Cited by:

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    5. Rintamäki, Timo & Saarijärvi, Hannu, 2021. "An integrative framework for managing customer value propositions," Journal of Business Research, Elsevier, vol. 134(C), pages 754-764.
    6. Mencarelli, Rémi & Rivière, Arnaud & Lombart, Cindy, 2021. "Do myriad e-channels always create value for customers? A dynamic analysis of the perceived value of a digital information product during the usage phase," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    7. Yrjölä, Mika & Rintamäki, Timo & Saarijärvi, Hannu & Joensuu, Johanna & Kulkarni, Gauri, 2019. "A customer value perspective to service experiences in restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 91-101.
    8. Prarawan Senachai & Puthipong Julagasigorn, 2024. "Retail mix instruments influencing customer perceived value and customer engagement: a conceptual framework and research agenda," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    9. Yuan-Shen Shih, 2020. "Business Model Innovation and Evolution of Sporting Goods Industry: A Case of Anta Company," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 6(6), pages 300-311.
    10. Kolomoyets, Yuliya & Dickinger, Astrid, 2023. "Understanding value perceptions and propositions: A machine learning approach," Journal of Business Research, Elsevier, vol. 154(C).
    11. Emanuele Iannitto, 2020. "The Customer Value: A Bibliographical Review," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(3), pages 106-106, March.

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