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Customer‐perceived value in industrial contexts

Jozée Lapierre (Associate Professor, École Polytechnique de Montréal, Québec, Canada)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 April 2000



Although customer‐perceived value is discussed widely in the literature, few empirical studies have been conducted due to an absence of operational measures. Reports on the development of measures and tests two customer‐perceived value structures using data collected from industrial customers of the information technology industry. The findings generally support both structures and provide empirical support for a value proposition with 13 value drivers. Furthermore, results indicate that most of the 13 drivers are assessed in a similar way by industrial customers of three service sectors surveyed, ICE (information, communication, entertainment), distribution and finance. Flexibility and responsiveness – two service‐related benefits – are important value drivers for all the business customers surveyed. Relationship value drivers are assessed the most differently in two of the three sectors studied, finance and ICE (information, communication, entertainment).



Lapierre, J. (2000), "Customer‐perceived value in industrial contexts", Journal of Business & Industrial Marketing, Vol. 15 No. 2/3, pp. 122-145.




Copyright © 2000, MCB UP Limited

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