Implementation and outcomes of customer value: A dyadic perspective
Date
2007
Authors
Chen, S.
Quester, P.
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Journal article
Citation
Service Industries Journal, 2007; 27(6):779-794
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Abstract
This study examines the concept of customer value based on the views shared by service firms and their consumers. Using qualitative and quantitative approaches, the study reveals customer satisfaction and retention as outcomes of front-line service employees' value delivery practices. Our results suggest that service employees' efforts to deliver customer value, even when based on a dyadic view, do not necessarily lead to customer retention. Rather, customers become more loyal when the value provided by service employees is matched by consumers' satisfaction. In other words, satisfaction is an important and necessary mediating variable between employees' efforts and customer retention.