The conceptualisation and measurement of consumer value in services

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


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...

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands