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Application of the means‐end value hierarchy model to understanding logistics service value

John T. Mentzer (Department of Marketing, Logistics and Transportation, The University of Tennessee, Knoxville, Tennessee, USA)
Stephen M. Rutner (Department of Marketing, Logistics and Transportation, The University of Tennessee, Knoxville, Tennessee, USA)
Ken Matsuno (Department of Marketing, Logistics and Transportation, The University of Tennessee, Knoxville, Tennessee, USA)

International Journal of Physical Distribution & Logistics Management

ISSN: 0960-0035

Article publication date: 1 December 1997

3361

Abstract

In the behavioural science areas of psychology and consumer behaviour, the means‐end value hierarchy model has often been applied to understand individuals’ values structures ‐ in particular, the value of a company’s product/ service offering to its customers. Applying the means‐end value hierarchy model in a logistics context, logistics customer value can be thought of as a higher‐order evaluative standard for customers’ satisfaction and service quality evaluation processes. As such, it is important for a firm to know what its customers value when seeking to build a competitive advantage. Attempts to advance our understanding of logistics customer value through the application of the means‐end value hierarchy model to logistics. More specifically, investigates the customer value of logistics service in a business‐to‐business setting using the means‐end value hierarchy model. Uses focus group interview data for developing the customer value hierarchy.

Keywords

Citation

Mentzer, J.T., Rutner, S.M. and Matsuno, K. (1997), "Application of the means‐end value hierarchy model to understanding logistics service value", International Journal of Physical Distribution & Logistics Management, Vol. 27 No. 9/10, pp. 630-643. https://doi.org/10.1108/09600039710188693

Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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