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Publication

An update on customer value: state of the art, revised typology, and research agenda

Journal Contribution - Journal Article

Purpose The context of marketing and service research is rapidly changing as a result of advances in academic research and business practice. This has implications for our understanding of customer value. The purpose of this paper is to provide an update on customer value given today's context (including recent advances such as technologies, human contact, collaborative consumption, service ecosystems and transformative service research); to revise Holbrook's value typology; and to propose a research agenda. Design/methodology/approach This paper uses a conceptual approach that is rooted in the service and marketing literature. Findings The contribution of this paper is threefold. First, this paper presents an evolved view on customer value which accounts for recent advances in academic research and business practice. Second, this paper updates Holbrook's value typology by revising existing value types as well as identifying additional value types; and offers guidelines for measuring and modeling customer value. Third, this paper proposes a research agenda to guide and stimulate future value research. Originality/value This paper provides an update on customer value, which is one of the most fundamental concepts in service and marketing research. This updated perspective has been approved and applauded by Morris B. Holbrook, one of the founding fathers of value research.
Journal: JOURNAL OF SERVICE MANAGEMENT
ISSN: 1757-5818
Issue: 5
Volume: 30
Pages: 650 - 680
Number of pages: 31
Publication year:2019
Keywords:Value