Assessing value-in-use: A conceptual framework and exploratory study

Developing approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical resea...

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Bibliographic Details
Published in:	Industrial marketing management 2011-07, Vol.40 (5), p.671-682
Main Authors:	Macdonald, Emma K., Wilson, Hugh, Martinez, Veronica, Toossi, Amir
Format:	Article
Language:	eng
Subjects:	Consumer behavior Customer perceived value Customers Maintenance service Marketing Perception Perceptions Quality of service Repair & maintenance services Service quality Service-dominant logic Studies Usage process Value Value-in-use
Online Access:	Get full text
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Summary:	Developing approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical research, the framework includes assessment not just of provider attributes but also of the customer's usage processes, as well as customer evaluations of the value-in-use they obtain. Interviews with members of a cross-disciplinary buying group provide support for the framework, including the observations that individuals can assess the quality of their usage processes and that they can articulate value-in-use at both organisational and individual levels; the further concept of network quality also emerges from the data. Assessment of usage process quality as well as service quality evolves as the customer's goals evolve. Practitioners may wish to elicit usage process quality and value-in-use as well as service quality. Research directions include scale development for both usage process quality and value-in-use. ► We propose a new framework for assessing customer value of solutions. ► Current service quality measures assume that value is embedded in service delivery. ► Buying group members assess the quality of their own organisation's usage processes. ► Buying group members articulate value-in-use at organisational and individual levels. ► Value-in-use changes over time impacting solution selling and innovation.
ISSN:	0019-8501 1873-2062