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Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa

Author

Listed:
  • Stefano Cabras
  • Cinzia Dess?
  • Michela Floris

Abstract

On the Measurement of Perceived Customer Value: A Formative Mode Customer value is unanimously considered to be one of the most fundamental concepts in marketing theory. Nonetheless, customer value measurement has been at best sparse or minimal. The authors specify and test a formative measurement model of customer value which describes the additive contribution of four categories of benefits and three categories of sacrifices to customer value formation. The authors present results of measurement scale development process in three consumption contexts, and show that the proposed model, which they call perceived consumption experience value (PCEV), is reliable and valid, and is able to predict customer satisfaction and loyalty better than the Gale method. Keywords: customer value, benefits and sacrifices analysis, measurement Parole chiave: valore per il cliente, analisi benefici/sacrifici, misurazione

Suggested Citation

  • Stefano Cabras & Cinzia Dess? & Michela Floris, 2009. "Percezione del management e percezione del cliente: un confronto sui punti di forza dell'impresa," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2009(2), pages 125-146.
    • Handle: RePEc:fan:mcmcmc:v:html10.3280/mc2009-002007
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    Cited by:

    1. Michela Floris & Angela Dettori, 2020. "Is Social Media Adoption a Powerful Means to Reach High Performance in Small- and Medium-Sized Firms? An Empirical Investigation," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(2), pages 1-50, July.

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