A multidimensional service-value scale based on Holbrook’s typology of customer value: Bridging the gap between the concept and its measurement

Abstract

Purpose

In the fertile line of research on consumer value from the services literature, a gap exists between theoretical and empirical knowledge, in particular regarding Holbrook’s conceptual value framework. The purpose of this paper is to find construct validity for a multidimensional value scale based on Holbrook’s proposal.

Design/methodology/approach

Based on a literature review, a qualitative phase, and consultation with an expert, eight value scales (efficiency, service quality, play, aesthetics, status, esteem, ethics, and escapism as an adaptation of spirituality) are tested on a sample of 585 hotel customers and are further analyzed with simple and partial correlations, multiple regressions, and structural modeling.

Findings

Following the literature on the merits of Holbrook’s value typology, results are presented in three concatenated phases: validation of Holbrook’s eight value scales corresponding to his eight value types; interrelationships between these value types showing a predominance of the extrinsic-intrinsic and self-other dimensions; and construction of six indices based on the 2×2×2 matrix (self, other, extrinsic, intrinsic, active, and reactive) and a value index as a higher-order representation. The results support Holbrook’s typology, thereby supporting construct validity for the multidimensional scales.

Research limitations/implications

Implications for further conceptual research on value are presented. Meanwhile, the empirical study is context-specific, i.e. related to a hospitality experience.

Originality/value

Although Holbrook’s typology has gained widespread attention, to the best of the authors’ knowledge, no previous research has tested all eight value types simultaneously in the same empirical work.

Citation

Gallarza, M.G., Arteaga, F., Del Chiappa, G., Gil-Saura, I. and Holbrook, M.B. (2017), "A multidimensional service-value scale based on Holbrook’s typology of customer value: Bridging the gap between the concept and its measurement", Journal of Service Management, Vol. 28 No. 4, pp. 724-762. https://doi.org/10.1108/JOSM-06-2016-0166