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

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  • Charles Howden
  • Andrew D. Pressey

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.

Suggested Citation

  • Charles Howden & Andrew D. Pressey, 2008. "Customer value creation in professional service relationships: the case of credence goods," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 789-812, July.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:789-812
    DOI: 10.1080/02642060801990361
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    Cited by:

    1. Nina Tura & Lea Hannola & Mikko Pynnönen, 2017. "Agile Methods for Boosting the Commercialization Process of New Technology," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 14(03), pages 1-23, June.
    2. Nuryakin & Vincent Didiek Wiet Aryanto & Mulyo Budi Setiawan, 2018. "Mediating effect of value creation in the relationship between relational capabilities on business performance," Contaduría y Administración, Accounting and Management, vol. 63(1), pages 33-34, Enero - M.
    3. Jasmin Baumann & Kenneth Le Meunier-FitzHugh, 2014. "Trust as a facilitator of co-creation in customer-salesperson interaction – an imperative for the realization of episodic and relational value?," AMS Review, Springer;Academy of Marketing Science, vol. 4(1), pages 5-20, June.
    4. Mikko Pynnönen & Jukka Hallikas & Paavo Ritala & Karri Mikkonen, 2014. "Analyzing systemic customer value in scalable business services," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1154-1166, October.
    5. Feser, Daniel & Proeger, Till, 2015. "Asymmetric information as a barrier to knowledge spillovers in expert markets," University of Göttingen Working Papers in Economics 259, University of Goettingen, Department of Economics.
    6. Joanna Rosak-Szyrocka & Justyna Żywiołek & Maciej Mrowiec, 2022. "Analysis of Customer Satisfaction with the Quality of Energy Market Services in Poland," Energies, MDPI, vol. 15(10), pages 1-24, May.
    7. Pemer, Frida & Skjølsvik, Tale, 2019. "The cues that matter: Screening for quality signals in the ex ante phase of buying professional services," Journal of Business Research, Elsevier, vol. 98(C), pages 352-365.
    8. Daniel Feser & Till Proeger, 2017. "Asymmetric information as a barrier to knowledge spillovers in expert markets," International Entrepreneurship and Management Journal, Springer, vol. 13(1), pages 211-232, March.
    9. Nuryakin Nuryakin & Retno Widowati PA & Indah Fatmawati, 2018. "Network Advantage: Mediating Effect on Business Performance," Scientific Annals of Economics and Business (continues Analele Stiintifice), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 65(4), pages 443-457, December.
    10. Mª. Oviedo-García & Manuela Vega-Vázquez & Mario Castellanos-Verdugo, 2015. "CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 663-685, December.

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