Customer Journey Value: A Conceptual Framework
| العنوان: | Customer Journey Value: A Conceptual Framework |
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| المؤلفون: | Hollebeek, Linda D., Urbonavicius, Sigitas, Sigurdsson, Valdimar, Arvola, René, Clark, Moira K. |
| المصدر: | Journal of creating value, SAGE Publications, 2023, vol. 9, no.1, p. 8-26 |
| بيانات النشر: | SAGE Publications, 2023. |
| سنة النشر: | 2023 |
| مصطلحات موضوعية: | Marketing, customer engagement, Customer journey, Business, Management and Accounting (miscellaneous), Business and International Management, customer value, customer-based brand equity, customer engagement value, Business Administration, Företagsekonomi |
| الوصف: | Though firms are making substantial investments in the customer journey (CJ), the return on these investments remains tenuous, yielding a critical need for enhanced CJ-related accountability. Addressing this gap, we develop the concept of ‘customer journey value’ (CJV), defined as the perceived value of a customer’s journey to the customer and the firm, which facilitates the development of accountability in this regard. We also develop a social exchange theory-informed framework of CJV, which proposes customer- and firm-based customer engagement value (CEV) as core CJV antecedents. In turn, CJV is predicted to yield the customer-based consequences of attitudinal and behavioural brand loyalty and the firm-based consequences of enhanced customer lifetime value, as formalized in a set of propositions based on the framework. We conclude by outlining pertinent implications that arise from our analyses. |
| وصف الملف: | application/pdf |
| تدمد: | 2454-213X 2394-9643 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_dedup___::18fd7460c9bc79971963101902527e42 https://doi.org/10.1177/23949643231157155 |
| حقوق: | OPEN |
| رقم الأكسشن: | edsair.doi.dedup.....18fd7460c9bc79971963101902527e42 |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 2454213X 23949643 |
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