Reviewing and conceptualising customer-perceived value

Chang, Connie and Dibb, Sally (2012). Reviewing and conceptualising customer-perceived value. Marketing Review, 12(3) pp. 253–274.



Customer-perceived value is of concern for consumers wishing to make sound purchase choices, for practitioners who are keen to improve their customers’ perceptions of value, and for researchers seeking to clarify the conceptual underpinnings of customer-perceived value and its relationship with other marketing variables. This paper synthesises the literature from marketing, economics, axiology and psychology to provide a holistic review of the customer-perceived value concept. Drawing on these sources facilitates deeper understanding and conceptualisation of customer-perceived value. Specifically, the paper seeks to understand customer-perceived value in both services and new shopping contexts, such as the online setting. The implications for researchers and managers are considered.

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