Application of the means‐end value hierarchy model to understanding logistics service value
International Journal of Physical Distribution & Logistics Management
ISSN: 0960-0035
Article publication date: 1 December 1997
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
:MCB UP Ltd
Copyright © 1997, MCB UP Limited