Customer Perceived Value: A Comprehensive Meta-analysis

IF 9.8 2区管理学 Q1 BUSINESS

Journal of Service Research Pub Date : 2023-12-17 DOI:10.1177/10946705231222295

Markus Blut, Damien Chaney, Renaud Lunardo, Rémi Mencarelli, Dhruv Grewal

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引用次数: 0

Abstract

Customer perceived value (CPV) is a cornerstone of marketing literature. However, myriad studies have generated contradictory empirical findings. In addition, though some existing literature reviews help clarify the conceptual foundations of CPV, the literature lacks a meta-analysis of empirical evidence about the CPV model and its effects. To consolidate existing research, the current meta-analysis assesses the findings of 687 articles, involving 780 independent samples and 357,247 customers. The most integrative CPV model, which includes benefits, sacrifices, and overall value, performs best. Empirical generalizations also reveal the relative weights of various benefits and sacrifices integrated into this CPV model and causal chains between CPV and different outcomes (satisfaction, word-of-mouth, and repurchase intentions). Finally, this analysis uncovers moderating effects of multiple relational contexts: nonprofit/for-profit, public/private, contractual/non-contractual, online/offline, business-to-business/business-to-consumer, and goods/services. For scholars, this article synthesizes existing findings on CPV; for managers, the results provide suggestions for ways to increase CPV.

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客户感知价值：综合元分析

顾客感知价值（CPV）是市场营销文献的基石。然而，无数研究得出了相互矛盾的经验结论。此外，尽管现有的一些文献综述有助于澄清客户感知价值的概念基础，但文献中缺乏对客户感知价值模型及其影响的实证分析。为了整合现有研究，本次荟萃分析评估了 687 篇文章的研究结果，涉及 780 个独立样本和 357 247 名客户。综合性最强的 CPV 模型（包括收益、牺牲和整体价值）表现最佳。经验概括还揭示了整合到 CPV 模型中的各种利益和牺牲的相对权重，以及 CPV 与不同结果（满意度、口碑和回购意向）之间的因果链。最后，本分析揭示了多种关系背景的调节作用：非营利/营利、公共/私人、合同/非合同、在线/离线、企业对企业/企业对消费者以及商品/服务。对于学者而言，本文综合了现有的 CPV 研究成果；对于管理者而言，研究结果为提高 CPV 的方法提供了建议。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Research BUSINESS-

CiteScore

20.30

自引率

6.50%

发文量

期刊介绍： The Journal of Service Research (JSR) is recognized as the foremost service research journal globally. It is an indispensable resource for staying updated on the latest advancements in service research. With its accessible and applicable approach, JSR equips readers with the essential knowledge and strategies needed to navigate an increasingly service-oriented economy. Brimming with contributions from esteemed service professionals and scholars, JSR presents a wealth of articles that offer invaluable insights from academia and industry alike.