Quantifying value co-creation: examining the relationship between realised value facets and customer experience in a B2B context

Q3 Business, Management and Accounting International Journal of Services Operations and Informatics Pub Date : 2019-07-04 DOI:10.1504/IJSOI.2019.10022423

M. Zeeshan, Yasir Rashid, Umer Ayub, A. Waseem

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引用次数: 4

Abstract

Value co-creation has become central and one of the most researched topics among marketing scholars worldwide. This study discusses the relationship between value realisation facets and customer experience that emerges from a value co-creation process. With assumptions of a positivist paradigm, this study is responding to the call for quantification of value co-creation concept by developing a multidimensional scale to measure value co-creation in the context of information and communication technology (ICT) industry. Multivariate data analysis techniques like exploratory factor analysis (EFA), Cronbach's alpha and multiple regressions were used to check the reliability and validity of scale and test the hypothesis. The study finds that experience value (EV) is significantly and positively influenced by monetary value (MV), relationship value (RV) and functional value (FV). Moreover, it was also found that customer is more inclined towards RV and FV than that of MV to evaluate EV.

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量化价值共创：在B2B环境中考察已实现的价值方面与客户体验之间的关系

价值共创已经成为全球营销学者研究的中心和热点之一。本研究探讨了价值共同创造过程中产生的价值实现方面与客户体验之间的关系。在实证范式的假设下，本研究通过开发一个多维量表来衡量信息和通信技术（ICT）行业背景下的价值共创，响应了对价值共创概念量化的呼吁。多变量数据分析技术，如探索性因素分析（EFA）、Cronbachα和多元回归，用于检验量表的信度和有效性，并检验假设。研究发现，体验价值（EV）受到货币价值（MV）、关系价值（RV）和功能价值（FV）的显著正向影响。此外，还发现客户更倾向于RV和FV，而不是MV来评估EV。

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来源期刊

International Journal of Services Operations and Informatics Business, Management and Accounting-Management Information Systems

CiteScore

1.60

自引率

0.00%

发文量

期刊介绍： The advances in distributed computing and networks make it possible to link people, heterogeneous service providers and physically isolated services efficiently and cost-effectively. As the economic dynamics and the complexity of service operations continue to increase, it becomes a critical challenge to leverage information technology in achieving world-class quality and productivity in the production and delivery of physical goods and services. The IJSOI, a fully refereed journal, provides the primary forum for both academic and industry researchers and practitioners to propose and foster discussion on state-of-the-art research and development in the areas of service operations and the role of informatics towards improving their efficiency and competitiveness.