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Determining value in a complex service setting

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Abstract

Purpose – The purpose of this paper is to capture the richness of customer perceived value by determining its benefit and cost dimensions in a complex service setting. Perceived value is argued as equivalent to value-in-use; that is value that emerges for or is created by the customer. Design/methodology/approach – A series of in-depth interviews was conducted with a diverse group of clients of financial planning services as well as with financial planners in Australia. Findings – Six benefit and four cost dimensions of complex service are identified, namely expertise, education, motivation, support, relationship and convenience benefits, as well as monetary, time and effort, emotional and lifestyle costs. The results also indicate proposed outcomes of these dimensions, along with relevant moderators, leading to a broad conceptual framework for future empirical validation. Originality/value – This study contributes to the sparse conceptual development of value perceptions, or value-in-use, in a complex service context. In particular, the authors identify the benefit and cost dimensions, specifically addressing aspects of value that are linked to the long-term relationship between provider and customer. The authors also develop a conceptual model of value, including both outcomes and situational moderators of the various value dimensions. Finally, the conceptualization of perceived value is discussed with respect to the value co-creation literature.

Suggested Citation

  • Carolin Plewa & Jillian C. Sweeney & David Michayluk, 2015. "Determining value in a complex service setting," Published Paper Series 2015-1, Finance Discipline Group, UTS Business School, University of Technology, Sydney.
    • Handle: RePEc:uts:ppaper:2015-1
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    File URL: https://www.emeraldinsight.com/doi/abs/10.1108/JSTP-03-2014-0059
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    Citations

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    Cited by:

    1. Nicole Bulawa & Frank Jacob, 2022. "More than a snapshot: dynamic value-in-use emergence in e-services," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2471-2489, December.
    2. Roy, Sanjit Kumar & Shekhar, Vaibhav & Lassar, Walfried M. & Chen, Tom, 2018. "Customer engagement behaviors: The role of service convenience, fairness and quality," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 293-304.
    3. Dennis Ahrholdt & Goetz Greve & Gregor Hopf, 2019. "Online-Marketing-Intelligence," Springer Books, Springer, number 978-3-658-26562-5, June.
    4. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    5. Benkenstein, Martin & Bruhn, Manfred & Büttgen, Marion & Hipp, Christiane & Matzner, Martin & Nerdinger, Friedemann W., 2017. "Topics for Service Management Research - A European Perspective," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 4-21.
    6. Hendricks, Jennifer, 2018. "Individual Drivers and Outcomes of Envisioned Value in Use of Customer Solutions: An Empirical Study in the Electric Mobility Context," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 2(3), pages 30-43.
    7. Dennis Ahrholdt & Goetz Greve & Gregor Hopf, 2023. "Website- und Webshop-Marketing," Springer Books, in: Online-Marketing-Intelligence, edition 2, chapter 15, pages 409-463, Springer.
    8. Kolomoyets, Yuliya & Dickinger, Astrid, 2023. "Understanding value perceptions and propositions: A machine learning approach," Journal of Business Research, Elsevier, vol. 154(C).

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