The conceptualisation and measurement of consumer value in services

Raquel Sánchez-Fernández, M. Ángeles Iniesta-Bonillo and Morris B Holbrook

Consumer value has been widely recognised as a key factor in organisational management, marketing strategy and consumer behaviour.
  

The conceptualisation and measurement of consumer value in services

Raquel Sánchez-Fernández and M. Ángeles Iniesta-BonilloUniversity of Almería

Morris B. HolbrookColumbia University

INTRODUCTION

During the last few decades, organisations have found themselves in a new and complex competitive environment, in which increasingly well-informed and vocal customers voice insistent demands for the creation of consumer value. Thus, in continuously seeking new ways to achieve and maintain a competitive advantage, more and more organisations view consumer value as a key factor in strategic management (Woodruff 1997; Steenkamp & Geyskens 2006). This awareness has generated a growing interest...

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