Expectations-to-value: connecting customers with business offerings

Hamilton, John R., and Tee, Singwhat (2015) Expectations-to-value: connecting customers with business offerings. International Journal of Internet Marketing and Advertising, 9 (2). pp. 121-140.

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Abstract

The literature developed expectations-to-value relationship is tested across the national pharmacy industry. The resultant expectations-to-value model delineates significant network paths - that can then be considered for value deliverance optimisation. This structural equation modelling (SEM) study shows the customer's prior expectations (measured as intentions and extensions) drive a network of value deliverance networks that are developing conjointly as each customer is acquiring their performance-related, servicing-related and emotive satisfier related dimensions of value.

Item ID: 34969
Item Type: Article (Refereed Research - C1)
Keywords: expectations; value deliverance; customer connection; business performance; emotive; satisfier; servicing
ISSN: 1741-8100
Date Deposited: 06 Nov 2014 01:02
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150302 Business Information Systems @ 50%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1599 Other Commerce, Management, Tourism and Services > 159999 Commerce, Management, Tourism and Services not elsewhere classified @ 50%
SEO Codes: 90 COMMERCIAL SERVICES AND TOURISM > 9099 Other Commercial Services and Tourism > 909999 Commercial Services and Tourism not elsewhere classified @ 100%
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