IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v27y2007i8p1087-1110.html
   My bibliography  Save this article

Explaining Market Heterogeneity in Terms of Value Perceptions

Author

Listed:
  • David Martín Ruiz
  • Carmen Barroso Castro
  • Enrique Martín Armario

Abstract

In the past decade, companies and academics have become aware of the great benefits of creating value for customers. However, little empirical research has yet been conducted in the area of services with respect to how customers may differ in their perceptions of value and what variables can explain such differences. This article provides an insight into how three relationship-based contingencies are likely to explain market heterogeneity in customers' perceptions of value. In particular, we explore how special treatment of the customer by the service provider, the level of customer involvement with the service, and the customer's accumulated experience with a particular company may act as predictors of market heterogeneity in the customer's perceptions of value within a service setting. Results offer evidence for the important role of relationships and experience in a service context mainly characterised by standard encounters, and provide interesting managerial insights to tailor strategies that effectively respond to market heterogeneity.

Suggested Citation

  • David Martín Ruiz & Carmen Barroso Castro & Enrique Martín Armario, 2007. "Explaining Market Heterogeneity in Terms of Value Perceptions," The Service Industries Journal, Taylor & Francis Journals, vol. 27(8), pages 1087-1110, December.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1087-1110
    DOI: 10.1080/02642060701673760
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060701673760
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060701673760?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Alexiev, Alexander S. & Volberda, Henk W. & Van den Bosch, Frans A.J., 2016. "Interorganizational collaboration and firm innovativeness: Unpacking the role of the organizational environment," Journal of Business Research, Elsevier, vol. 69(2), pages 974-984.
    2. Floh, Arne & Zauner, Alexander & Koller, Monika & Rusch, Thomas, 2014. "Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link," Journal of Business Research, Elsevier, vol. 67(5), pages 974-982.
    3. Shukla, Paurav & Purani, Keyoor, 2012. "Comparing the importance of luxury value perceptions in cross-national contexts," Journal of Business Research, Elsevier, vol. 65(10), pages 1417-1424.
    4. Jerry Yuwen Shiu, 2018. "Individual rationality and differences in Taiwanese spa hotel choice," Tourism Economics, , vol. 24(1), pages 27-40, February.
    5. Picón-Berjoyo, Araceli & Ruiz-Moreno, Carolina & Castro, Ignacio, 2016. "A mediating and multigroup analysis of customer loyalty," European Management Journal, Elsevier, vol. 34(6), pages 701-713.
    6. Kaufmann, Simon & Künzel, Karoline & Loock, Moritz, 2013. "Customer value of smart metering: Explorative evidence from a choice-based conjoint study in Switzerland," Energy Policy, Elsevier, vol. 53(C), pages 229-239.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1087-1110. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.