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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/11952

Title: A Comparison Of Commonly Used Methods For Measuring Customer Value: An Empirical Study
Authors: LEROI-WERELDS, Sara
SWINNEN, Gilbert
Issue Date: 2011
Citation: Proceedings of the 40th EMAC conference, p. 133-133
Abstract: It is widely recognized that customer value is key to business success. However, considerable divergence of opinion exists on how to most adequately measure customer value. The authors compare four measurement methods (i.e., the methods of Dodds, Monroe, & Grewal; Gale; Woodruff & Gardial; and Holbrook) in terms of predictive ability of satisfaction, repurchase intentions and word-of-mouth. Furthermore, they examine whether the methods’ relative performance depends on product type and level of customer involvement. This study reveals that customer value should be measured in a multi-dimensional way and that, generally, consequence-based methods perform better than attribute-based methods.
Notes: Actual conference proceedings will be made available during the conference (24-27 May 2011).
URI: http://hdl.handle.net/1942/11952
Category: C2
Type: Proceedings Paper
Appears in Collections: Research publications

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