Customer perceived value and differences between customer’s and firm’s perception (CROSBI ID 164862)
Prilog u časopisu | izvorni znanstveni rad
Podaci o odgovornosti
Pandža, Irena ; Vignali, Claudio
engleski
Customer perceived value and differences between customer’s and firm’s perception
Each firm has to identify the factors of perceived value in order to offer the value which customers want, rather than the value which the firm perceived. If the difference between customer's and firm's perception exists then the service gap appears and customers do not receive the service which they wanted. The purpose of this paper is to analyse how service provider should create its offer based on customer perceived value and which dimensions of the offer should be improved for attracting more customers and maintaining the existing ones and which gaps should be avoided. In addition to the theoretical framework in this paper is presented an example of the venues' providers in UK. Venues' providers have to recognise all important factors of customers' perception in order to offer the value which consumers want.
customer perceived value; firm’s perception; gap; ‘conference and
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nije evidentirano
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Podaci o izdanju
5 (4)
2010.
436-450
objavljeno
1753-3627
1753-3635
10.1504/IJBG.2010.035477