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1 – 10 of over 1000Martina G. Gallarza, Francisco Arteaga, Giacomo Del Chiappa, Irene Gil-Saura and Morris B. Holbrook
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…
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.
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Martina G. Gallarza and Irene Gil
This work aims to introduce the usefulness of the concept of value for tourism research both conceptually and empirically. Destination and tourism services can be better…
Abstract
Purpose
This work aims to introduce the usefulness of the concept of value for tourism research both conceptually and empirically. Destination and tourism services can be better understood if analysed through the multidimensionality of value, as the tourist can simultaneously experience several factors: affective and cognitive, social and personal, active and reactive.
Design/methodology/approach
From literature review, Holbrook's conceptual framework (definition and typology) is chosen to investigate the dimensionality of consumer value in a travel‐related context (students' tourism behaviour). An empirical investigation on one of his conceptual axes – the relativistic character of consumer value – is presented.
Findings
Several research questions are proposed regarding the relativity of value, using the t‐test contrast of hypothesis: dimensions of value (efficiency, quality, play, aesthetics and social value) and a measure of overall perceived value are tested as being personal (they vary across people), comparative (with differences among objects) and situational (specific to the context).
Research limitations/implications
The results presented can fully confirm the relativistic character of value dimensions; hence, the value concept is useful for analysing tourism experiences. Nevertheless, the analysis is made interpersonally. Real intrapersonal measurements on these variations with longitudinal studies are recommended for further research. The scope of this work could be broadened by testing additional axes of Holbrook's typology.
Practical implications
Tourism managers should regard the helpfulness of perceived value as a segmentation tool. Because of its multidimensionality, different facets of services value can be enhanced for different consumers, reinforcing in this way the strategic usefulness of value.
Originality/value
Although Holbrook's types of value have been the subject of several conceptual debates there are very few empirical works on it. Any multidimensional approach to value shows the richness and complexity of the value concept, but Holbrook's dimensionality is particularly interesting because it encompasses and interrelates all relevant facets of the tourism experience.
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The purpose of the part 1 of the series of Viewpoint papers is to examine approaches to identifying the value of library and information services, using concepts from the…
Abstract
Purpose
The purpose of the part 1 of the series of Viewpoint papers is to examine approaches to identifying the value of library and information services, using concepts from the marketing literature, and stressing the importance of co-creating value with the service users.
Design/methodology/approach
The literature review examined some of the approaches to considering value and value creation from the marketing literature. Considers approaches such as narrative based marketing, holistic value frameworks, and concepts such as value creation, value-co-creation, value constellations and service dominant logic.
Findings
Shows how “marketing a narrative” can be achieved for different types of library and information service. Demonstrates how the Holbrook’s typology, with three sets of value perspectives can be used to obtain a holistic view of the value of a library and information services. Examines how some of the value creation ideas have been, and could be applied to evaluation of library and information services.
Originality/value
Uses ideas drawn from the marketing literature to propose novel approaches to assessing the value and impact of library services. These approaches suit current changes in service culture, and emphasise working together with users to co-create value.
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Dhouha Jaziri and Raouf Ahmad Rather
Ranging from the romanticism era to the postmodern paradigm and the experiential approach, this chapter reexamines the fundamental roots of the consumption experience concept…
Abstract
Ranging from the romanticism era to the postmodern paradigm and the experiential approach, this chapter reexamines the fundamental roots of the consumption experience concept while addressing the conceptualizations and nature of customer experience. In this context, the concept of customer experience in the tourism field is outlined. We set out to readdress the essence of the customer experience in the light of the consumer value (CV) as a relevant empirical ground to study it. Hence, this chapter revisits the intricate epistemological and methodological connection of the customer experience to CV. This leads to a rediscussion of the key role of customer introspection approach while outlining the narration side in studying this intimate connection of both concepts in the tourism field.
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Raquel Sánchez-Fernández, Martina G. Gallarza and Francisco Arteaga
The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and in their…
Abstract
Purpose
The purpose of this paper is to examine the dynamic nature of consumer value by proposing a causal model that shows the existence of sequentiality in value dimensions and in their influence on satisfaction and loyalty. The paper focuses on intrinsic dimensions of value (play, aesthetics, ethics and escapism), which are fully experiential, and therefore less studied in the literature.
Design/methodology/approach
The conceptual model proposed was empirically tested in tourist hotel accommodations. Data were collected through a structured questionnaire, analyzing the experiences of 285 hotel guests with structural equation modeling-partial least squares.
Findings
The results reveal that the reactive dimensions of value (aesthetics and escapism) influence the active ones (play and ethics), which in turn affect consumers’ satisfaction and loyalty.
Research limitations/implications
This paper is exploratory and focuses on the intrinsic dimensions of value. Future research should consider the entire extrinsic/intrinsic value duality. This paper is based on a convenience sample consisting solely of hotel accommodation. Further studies based on a random sample and on other hospitality contexts would be required to generalize the results.
Practical implications
This paper can help hotel managers to understand the role and importance of each intrinsic dimension of value to successfully implement their relationship marketing strategies, defined by the chain value-satisfaction-loyalty.
Originality/value
This paper depicts the dynamic nature of value, with concatenated (and not simultaneous) effects of value dimensions on satisfaction and loyalty, which supports research in value co-creation.
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The objective of this paper is to examine the role of perceived value in managing browsing experience by focusing on its determinants and its consequences in terms of satisfaction…
Abstract
Purpose
The objective of this paper is to examine the role of perceived value in managing browsing experience by focusing on its determinants and its consequences in terms of satisfaction and behavioral intentions.
Design/methodology/approach
The data were collected through a survey of 470 browsers frequenting cosmetic stores. Structural equation modeling and ANOVA are applied to test hypothesis.
Findings
The empirical study allowed testing the effect of situational factors (store atmosphere, accompanying, motivation, mood and time of visit) on browsing's perceived value. It has also contributed to identify value's sources which lead to browser's satisfaction and loyalty.
Research limitations/implications
The limitation of this research concerns mainly results' generalization related to methodological issue.
Practical implications
The conclusions offer managers the opportunity to learn more about browsers and how to establish a long‐term relationship with them.
Originality/value
This paper brings new insights by considering browsing as a fully‐fledged experience from which the study of perceived value and satisfaction are of a great interest for retailers who aim to make browsers loyal consumers.
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Stephen Henderson and James Musgrave
To translate theory into a practical tool, the purpose of this paper is to provide a conceptual framework for the development of social marketing strategies to modify event…
Abstract
Purpose
To translate theory into a practical tool, the purpose of this paper is to provide a conceptual framework for the development of social marketing strategies to modify event attendee behaviour in a sustainable direction.
Design/methodology/approach
Consumer value is synthesised with social marketing and consumer behaviour theory to develop the framework. A major problem for festivals (throwaway tents) and current pro-environmental practices are used to determine the framework's applicability.
Findings
The conceptual framework suggests that achieving desired behaviour(s) within an audience requires consideration of the added value at the downstream level, strategies that recognise offsite/onsite behaviour settings, engagement of upstream advocacy and more attention to the evaluation of success.
Research limitations/implications
A single low-involvement behaviour example is used to validate the conceptual framework suggesting further work is needed to widen tests of its applicability.
Originality/value
This paper synthesises theory into a framework that has significant potential as a tool to develop behavioural change strategies at events.
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Christine Urquhart and Dina Tbaishat
The purpose of this paper is to examine frameworks (such as scorecards) for ongoing library assessment and how business process modelling contributes in Part 3 of the series of…
Abstract
Purpose
The purpose of this paper is to examine frameworks (such as scorecards) for ongoing library assessment and how business process modelling contributes in Part 3 of the series of viewpoint papers.
Design/methodology/approach
Reviews the statistical data collection for strategic planning, and use of data analytics. Considers how to organise further value explorations. Compares macro-frameworks (balanced scorecard, values scorecard) and micro-frameworks for library assessment. Reviews the evidence on business process modelling/re-engineering initiatives. Describes how the Riva approach can be used to both derive a process architecture and to model individual processes.
Findings
Data analytics requires collaboration among library services to develop reliable data sets and effective data visualisations for managers to use. Frameworks such as the balanced scorecard may be used to organise ongoing impact and performance evaluation. Queries that arise during ongoing library assessment may require a framework to formulate questions, and assemble evidence (qualitative and quantitative). Both macro- and micro-value frameworks are useful. Work on process modelling within libraries can help to develop an assessment culture, and the Riva approach provides both a process architecture and models of individual processes.
Originality/value
Examines how to implement a library assessment culture through use of data analytics, value frameworks and business process modelling.
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