Метрики потребительской ценности (часть 4)
Бусакка Б., Костабиле М., Анкарани Ф.

Измерение потребительской ценности: ключевые методологические подходы;
Методы измерения «Экономическая ценность для потребителя» и «Совокупная стоимость владения»;
Эмпирические методы;

Ключевые слова: потребительская ценность, атрибуты ценности, структура ценности, затраты, выгоды, интервью «лестница»

Аннотация

Статья посвящена анализу и методикам измерения потребительской ценности, предлагаемой компаниями своим клиентам. Авторы освещают ее критически важную роль на корпоративном рынке, изучают связь между способностью компании управлять созданием потребительской ценности и достигнутыми благодаря лояльности потребителей финансовыми и экономическими результатами.

Журнал: «Клиентинг и управление клиентским портфелем» — №4, 2012 (© Издательский дом Гребенников)
Объем в страницах: 13
Кол-во знаков: около 25,734

1. Anderson E., Fornell C., Mazvancheryl S. (2004). «Customer satisfaction and shareholder value». Journal of Marketing, October, pp. 172-185.

2. Anderson J.C., Jain D.C., Chintagunta P.K. (1993). «Customer value assessment in business markets: a state-of-practice study». Journal of Bus/-ness-to-Bus/ness Market/ng, Vol. 1, pp. 1-30.Бусакка Б., Костабиле М., Анкарани Ф.

3. Anderson J.C., Narus J.A. (1990). «A model of distributor firm and manufacturer firm working partnerships». Journal of Market/ng, Vol. 54, pp. 42-58.

4. Ansoff I. (1965). Corporate Strategy. New York: McGraw-Hill.

5. Assael H. (1987). Consumer Behav/or and Market/ng Act/on. Boston: Kent Publishing Company.

6. Bagozzi R. (1984). «A prospectus for theory construction in marketing». Journal of Market/ng, Vol. 48, pp. 11-29.

7. Bagozzi R. (1994). Pr/nc/ples of Market/ng Research. Blackwell, Cambridge, MA.

8. Baudrillard J. (1968). LeSysteme des Objects. Paris: Gallimard.

9. Bauer R.A. (1960). «Consumer behavior as risk taking». In: Hancock R.E. Dynam/c Market/ng for a Chang/ng World. AMA Proceedings, Chicago, IL, pp. 389-398.

10. Belk R.W. (1974). «An exploratory assessment of situational effects in buyer behavior». Journal of Market/ng Research, Vol. 11, pp. 156-163.

11. Belk R.W. (1975). «Situational variables and consumer behavior». Journal of Consumer Research, Vol. 2, pp. 157-164.

12. Belk R.W. (1979). «A free response approach to developing product-specific consumption situation taxonomies». In: Shocker A.D. Analyt/c Approaches to Product and Market/ng Plann/ng. Marketing Science Institute, Cambridge, MA, pp. 177-196.

13. Berger D. (1986). «Theory into practice: the FCB grid». European Research, Vol. 14, pp. 35-46.

14. Berger P., Eechambadi N., George M., Lehmann D., Rizlet R., Venkatesan R. (2006). «From customer lifetime value to shareholder value: theory, empirical evidence, and issues for future research». Journal of Serv/ce Research, Vol. 5, pp. 156-167.

15. Bettman J.R. (1970). «Information processing models of consumer behavior». Journal of Market/ng Research, Vol. 7, pp. 370-376.

16. Bettman J.R. (1971). «The structure of consumer choice processes». Journal of Market/ng Research, Vol. 8, pp. 465-471.

17. Bettman J.R. (1979). An Informat/on Process/ng Theory of Consumer Cho/ce. Addison-Wesley, Reading, MA.

18. Bruno A.B., Wildt A.R. (1975). «Toward understanding attitude structure: a study of the complimentarity of multiattribute attitude models». Journal of Consumer Research, September, pp. 137-145.

19. Butz H.E., Goodstein L.D. (1996). «Measuring customer value: gaining the strategic advantage». Organ/zat/onal Dynam/cs, Vol. 24, pp. 63-77.

20. Christopher M. (1982). «Value in use pricing». European Journal of Market/ng, Vol. 5, pp. 35-46.

21. Churchill G.A., Iacobucci D. (2002). Market/ng Research. Methodological Foundations, Harcourt, NY.

22. Claeys C., Swinnen A., Van den Abeele P. (1995). «Consumers' means-end chains for «think» and «feel» products». Internat/onal Journal of Research /n Market/ng, Vol. 12, pp. 193-298.

23. Cohen J.B. (1979). «The structure of product attributes: defining attribute dimensions for planning and evaluations In: Shocker A. Analyt/c Approaches to Product and Market/ng Plann/ng. Cambridge: Marketing Science Institute.

24. Cox D.F. (1962). «The measurement of information value: a study in consumer decisionmakings In: Decker W.S. Emerg/ng Concepts In Market/ng. AMA Proceedings, Chicago, IL, pp. 413-421.

25. Cox D.F. (1967). R/sk Tak/ngand Informat/on Handl/ng /n Consumer Behav/or. Harvard: Division of Research, Graduate School of Business Administration, Harvard University.

26. Cox D.F., Rich S.U. (1964). «Perceived risk and consumer decision making — the case of telephone shoppings Journal of Market/ng Research, Vol. 1, pp. 32-39.

27. Cunningham S. (1965). «Perceived risk as a factor in product-oriented word-of-mouth behavior». In: Smith L.G. Reflect/ons on Progress /n Market/ng. AMA, Chicago, IL, pp. 229-238.

28. Cunningham S. (1966). «Perceived risk as a factor in the diffusion of new product informations In: Hass R.M. Sc/ence, Technology and Market/ng. AMA, Chicago, IL, pp. 698-722.

29. Daetz D., Barnard W., Norman R. (1995). CustomerIntegrat/on. New York: Wiley & Sons.

30. D'Aveni R. (1994). Hypercompet/t/on. New York: The Free Press.

31. Einhorn H.J. (1970). «The use of nonlinear, noncompensatory models in decision makings Psycholog/cal Bullet/n, Vol. 73, pp. 221-230.

32. Engel J.F., Kollat T.D., Blackwell R.D. (1968). Consumer Behav/or. New York: Holt, Rinehart & Winston.

33. Festinger L.A. (1957). A Theory of Cogn/t/ve D/ssonance. New York: Harper & Row.

34. Fishbein M. (1963). «An investigation of relationship between beliefs about an object and the attitude toward the objects Human Relat/ons, Vol. 16, pp. 233-240.

35. Fishbein M. (1967). «Attitude and prediction of behaviors In: Fishbein M. Read/ngs /n Att/tude Theory and Measurement. New York: Wiley, pp. 477-492.

36. Forbis J.L., Metha N.T. (1981). «Value-based strategies for industrial products». Bus/ness Hor/zons, Vol. 24, pp. 32-42.

37. Gale B.T. (1994). Manag/ng Customer Value. New York: The Free Press.

38. Green P.E., Rao V. (1971). «Conjoint measurement for quantifyin judgmental data». Journal of Market/ng Research, Vol. 8, pp. 355-363.

39. Green P.E., Srinivasan V. (1978). «Conjoint analysis in consumer research: issues and outlooks Journal of Consumer Research, Vol. 5, pp. 103-123.

40. Green P.E., Srinivasan V. (1990). «Conjoint analysis: new developments with implications for research and practice». Journal of Market/ng, Vol. 54, pp. 3-19.

41. Green P.E., Wind J. (1973). Mult/attr/bute Dec/s/ons /n Market/ng: a Measurement Approach. Dryden Press, Hinsdale, IL.

42. Gupta S., Lehman D., Stuart J. (2004). «Valuing customers». Journal of Market/ng Research, Vol. 11, pp. 7-18.

43. Gustafsson A., Johnson M., Roos I. (2005). «The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retentions Journal of Market/ng, Vol. 69, pp. 210-218.

44. Gutman J. (1982). «A means-end chain model based on consumer categorization processes». Journal of Market/ng, Vol. 46, pp. 60-72.

45. Hauser J.R., Clausing D. (1988). «The house of quality». Harvard Bus/ness Rev/ew, Vol. 66, pp. 63-74.

46. Heider F. (1958). The Psychology of Interpersonal Relat/ons. New York: Wiley.

47. Howard J.A. (1977). Consumer Behav/or: Appl/cat/on of Theory. New York: McGraw-Hill.

48. Howard J.A. (1989). Consumer Behav/or /n Market/ng Strategy. Englewood Cliffs: Prentice Hall.

49. Howard J.A., Sheth J.N. (1969). The Theory of Buyer Behav/or. New York: Wiley.

50. Huber F., Herrmann A., Wricke M. (2001). «Customer satisfaction as an antecedent of price acceptance: results of an empirical study». Journal of Product and Brand Management, Vol. 3, pp. 160-169.

51. Huber J., McCann J. (1982). «The impact of inferential beliefs on product evaluations». Journal of Market/ng Research, Vol. 19, pp. 324-333.

52. Johnson M.D. (1984). «Consumer choice strategies for comparing noncomparable alternatives». Journal of Consumer Research, Vol. 11, pp. 741-753.

53. Katz D. (1960). «The functional approach to the study of attitudes». Publ/c Op/n/on Quarterly, Vol. 24, pp. 163-204.

54. Kooil B., Keiningham T. (2007). «A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics)). Journal of Market/ng, Vol 71, pp. 67-83.

55. Kotter J.P. (1992). Corporate Culture and Performance. New York: The Free Press.

56. Krech D., Crutchfield R., Ballachey E. (1962). Ind/v/dual/n Soc/ety. New York: McGraw-Hill.

57. Krugman H.E. (1965). «The impact of television advertising: learning without involvement». Publ/c Op/n/on Quarterly, Vol. 29, pp. 349-356.

58. Krugman H.E. (1967). «The measurement of advertising involvement». Publ/c Op/n/on Quarterly, Vol. 30, pp. 583-596.

59. Lehmann D.R., O'Shaughnessy J. (1974). «Difference in attribute importance for different industrial product». Journal of Market/ng, April, pp. 36-42.

60. Lussier D.A., lshavsky R.W. (1979). «Task complexity and contingent processing in brand choice». Journal of Consumer Research, Vol. 6, pp. 154-165.

61. Martin G.S. (1991). «The concept of trust in marketing channel relationships: a review and synthesis». In: Gilly M. et al. Enhanc/ng Knowledge Development /n Market/ng. Chicago: American Marketing Association, pp. 251-259.

62. McGuire W.J. (1969). An Informat/on Process/ngModelofAdvert/s/ngEffect/veness. Presented at the Symposium on Behavioral and Management Science in Marketing, University of Chicago, July.

63. McGuire W.J. (1976). «Some internal psychological factors influencing consumer choice». Journal of Consumer Research, Vol. 2, pp. 302-321.

64. Miles L. (1961). Techn/ques of Value Analys/s and Eng/neer/ng. New York: McGraw-Hill.

65. Mizuno S., Akao Y. (1978). Qual/ty Funct/on Deployment: the Customer-dr/ven Approach to Qual/ty Plann/ng and Deployment. Tokyo: Japan Union of Scientists and Engineers.

66. Monroe K.B. (1990). Pr/c/ng:Mak/ng Profitable Dec/s/ons. NewYork: McGraw-Hill.

67. Myers J.H., Shocker A.D. (1981). «The nature of product-related attributes». In: Sheth J. Research /n Market/ng, Vol. 5. Greenwich: JAI Press, Inc., pp. 211-236.

68. Nicosia F.M. (1978). TowardBehav/oral-behav/or/st/cModels. IBER Reprint Series. Berkeley: University of California.

69. Oliver R.L. (1997). Sat/sfact/on: a Behav/oral Perspect/ve on the Customer. New York: McGraw-Hill.

70. Olson J.C. (1978). inferential belief formation in the cue utilization process». In: Hunt K.H. Advances /n Consumer Research, Vol. 5. Ann Arbor: Association for Consumer Research.

71. Olson J.C., Reynolds T.J. (1983). Understanding consumers' cognitive structures: implications for advertising and strategy». In: Percy L., Wood-side A.G. Advert/s/ng and Consumer Psychology. Lexington: Lexington Books, pp. 77-90.

72. Park C.W., Young S.M. (1983). «Types and levels of involvement and brand attitude formations In: Bagozzi R.P., Tybout A.M. Advances /n Consumer Research, Vol. 10. Ann Arbor: Association for Consumer Research, pp. 320-324.

73. Peter J.C., Olson J.C. (1990). Consumer Behav/or and Market/ng Strategy. Homewood: Irwin.

74. Porter M.E. (1985). Compet/t/veAdvantage. New York: The Free Press.

75. Ratchford B. (1987). «New insights about the FCB-grid». Journal of Advert/s/ng Research, Vol. 27, pp. 24-38.

76. Ray M.L. (1973). «Psychological theories and interpretations of learnings In: Ward S., Robertson T.S. Consumer Behav/or: Theoret/calSources. Englewood Cliffs: Prentice Hall, pp. 45-117.

77. Reichheld F.F. (1996). The Loyalty Effect. Boston: Harvard Business School Press.

78. Reinartz W.J., Kumar V. (2003). «The impact of customer relationship characteristics on profitable lifetime durations Journal of Market/ng, Vol. 67, pp. 77-99.

79. Reinartz W., Thomas J., Kumar V. (2005). «Balancing acquisition and retention resources to maximize customer profitability». Journal of Market/ng, Vol. 69, pp. 63-79.

80. Reynolds TJ., Gutman J. (1988). «Laddering theory, method, analysis and interpretations Journal of Advert/s/ng Research, February / March, Vol. 28, pp. 11-34.

81. Reynolds TJ., Olson J.C. (2001). Understand/ng Consumer Dec/s/on Mak/ng. The Means-ends Approach to Market/ng and Advert/s/ng Strategy. Mahwah: Lawrence Erlbaum Associates Publisher.

82. Robinson P.J., Faris C., Wind Y. (1972). Industr/alBuy/ng andCreat/veMarket/ng. Englewood Cliffs: Prentice Hall.

83. Rossiter J., Percy L. (1987). Advert/s/ng andPromot/on Management. NewYork: McGraw-Hill.

84. Rossiter J.R., Percy L., Donovan RJ. (1991). «A better advertising planning grids Journal of Advert/s/ng Research, Vol. 31, pp. 11-21.

85. Schoder D. (2007). «The flaw in customer lifetime values Harvard Bus/ness Rev/ew, Vol. 12, p. 27.Бусакка Б., Костабиле М., Анкарани Ф.

86. Shilito M.L., De Marle D.J. (1992). Value: Its Measurement, Des/gn & Management. New York: Wiley.

87. Stahl H., Matzler K., Hinterhuber H. (2003). «Linking customer lifetime value with shareholder value». Industr/alMarket/ng Management, Vol. 32, pp. 267-279.

88. Swan J.E., Trawick I.F. (1980). «Satisfaction related to predictive vs desired expectations». In: Hunt H.K., Day R.L. Refin/ng Concepts and Measures of Customer Sat/sfact/on and Compla/n/ng Behav/or. Bloomington: Indiana University, pp. 210-231.

89. Teece D.J., Pisano G., Shuen A. (1997). «Dynamic capabilities and strategic management». Strateg/c Management Journal, Vol. 7, pp. 509-533.

90. Tversky A. (1969). «Intransitivity of preferences». Psycholog/cal Rev/ew, Vol. 76, pp. 31-48.

91. Tversky A. (1972). «Elimination by aspects: a theory of choice». Psycholog/cal Rev/ew, Vol. 79, pp. 281-299.

92. Vaughn R. (1980). «How advertising works: a planning model». Journal of Advert/s/ng Research, Vol. 20, pp. 27-33.

93. Vaughn R. (1986). «How advertising works: a planning model revisited». Journal of Advert/s/ng Research, Vol. 26, pp. 57-66.

94. Venkatesan R., Kumar V. (2005). «A customer lifetime value framework for customer selection and resource allocation strategy». Journal of Market/ng, Vol. 68, pp. 106-125.

95. Verona G., Prandelli E. (2006). Collaborat/veInnovat/on. Roma: Carocci.

96. Vyas N., Woodside A.G. (1984). «An inductive model of industrial supplier choice processes». Journal of Market/ng, Vol. 48, pp. 30-45.

97. Wayland R.E., Cole P.M. (1997). Customer Connect/ons: NewStrateg/es for Growth. Boston: Harvard Business School Press.

98. Wilkie W.L., Pessemier E.A. (1983). «Issues in marketing's use of multiattribute models». Journal of Market/ng Research, Vol. 10, pp. 428-441.

99. Woodhall T. (2003). «Conceptualizing value for the customer. An attributional, structural and dispositional analysis». Academy of Market/ng Sc/ence Rev/ew, Vol. 12, pp. 1-44.

100. Woodruff R.B. (1997). «Customer value: the next source for competitive advantages Journal of the Academy of Market/ng Sc/ence, Vol. 25, pp. 139-153.

101. Young S., Feigin B. (1975). «Using the benefit chain for improved strategy formulations Journal of Market/ng, Vol. 39, pp. 72-74.

102. Zeithaml V., Rust R., Lemon K. (2001). «The customer pyramid — creating and serving profitable customers». Cal/forn/a Management Rev/ew, Vol. 43, pp. 118-142.

103. Zeithaml V.A. (1988). «Consumer perceptions of price, quality and value: a means-end model and synthesis of evidences Journal of Market/ng, Vol. 52, pp. 2-22

Бусакка Бруно

Профессор корпоративной экономики и менеджмента, директор курса бизнес-администрирования и менеджмента в университете Боккони, директор корпоративного департамента, член правления Школы бизнес-администрирования Школы менеджмента Боккони.

г. Милан, Италия

Другие статьи автора 4

Костабиле Микеле

г. Милан, Италия

Профессор маркетинга университета Калабрии и Школы бизнес-администрирования Школы менеджмента Боккони .

Другие статьи автора 4

Анкарани Фабио

Профессор маркетинга университета Болоньи, директор департамента маркетинга Школы бизнес-администрирования Школы менеджмента Боккони.

г. Милан, Италия

Другие статьи автора 4