Phát triển một góc nhìn tích hợp về giá trị khách hàng

Adner, R. and Zemsky, P. (2006), “A demand-based perspective on sustainable competitive advantage”, Strategic Management Journal , Vol. 27 No. 3, pp. 215-239.

Agarwal, S. and Teas, R.K. (2001), “Perceived value: mediating role of perceived risk”, Journal of Marketing Theory and Practice , Vol. 9 No. 4, pp. 1-14.

Anderson, J.C. and Narus, J.A. (1998), “Business marketing: understand what customers value”, Harvard Business Review , Vol. 76 No. 6, pp. 53-65.

Anderson, J.C. , Jain, D.C. and Chintagunta, P.K. (1993), “Customer value assessment in business markets: a state of practice study”, Journal of Business to Business Marketing , Vol. 1 No. 1, pp. 3-30.

Babin, B.J. and Kim, K. (2001), “International students ' travel behavior: a model of the travel-related consumer/dissatisfaction process”, Journal of Travel and Tourism Marketing , Vol. 10 No. 1, pp. 93-106.

Babin, B.J. , Darden, W.R. and Griffin, M. (1994), “Work and/or fun: measuring hedonic and utilitarian shopping value”, Journal of Consumer Research , Vol. 20 No. 4, pp. 644-656.

Band, W.A. (1991), Creating Value for Customers , John Wiley, New York, NY.

Barroso, C. and Ruiz, C. (2010), “El Papel Del Aprendizaje Del Mercado En La Creación De Valor Para El Cliente”, Revista Europea de Dirección y Economía de la Empresa , Vol. 19 No. 4, pp. 7-20.

Beitelspacher, L.S. , Richey, R.G. and Reynolds, K.E. (2011), “Exploring a new perspective on service efficiency: service culture in retail organizations”, Journal of Services Marketing , Vol. 25 No. 3, pp. 215-228.

Boksberger, P.E. and Melsen, L. (2011), “Perceived value: a critical examination of definitions, concepts and measures for the service industry”, Journal of Services Marketing , Vol. 25 No. 3, pp. 229-240.

Bolton, R.N. and Drew, J.H. (1991), “A multistage model of customers ' assessments of service quality and value”, Journal of Consumer Research , Vol. 17 No. 4, pp. 375-384.

Bowman, C. and Ambrosini, V. (2000), “Value creation versus value capture: towards a coherent definition of value in strategy”, British Journal of Management , Vol. 11 No. 1, pp. 1-15.

Butz, H.E. and Goodstein, L.D. (1996), “Measuring customer value: gaining the strategic advantage”, Organizational Dynamics , Vol. 24 No. 3, pp. 63-77.

Cengiz, E. and Kirkbir, F. (2007), “Customer perceived value: the development of a multiple item scale in hospitals”, Problems & Perspectives in Management , Vol. 5 No. 3, pp. 252-268.

Chan, K.W. , Yim, C.K. and Lam, S.S.K. (2010), “Is customer participation in value creation a double-edged sword? evidence from professional financial services across cultures”, Journal of Marketing , Vol. 74 No. 3, pp. 48-64.

Chen, S.-C. and Quester, P.G. (2006), “Modeling store loyalty: perceived value in market orientation practice”, Journal of Services Marketing , Vol. 20 No. 3, pp. 188-198.

Chen, Z. and Dubinsky, A.J. (2003), “A conceptual model of perceived customer value in e-commerce: a preliminary investigation”, Psychology & Marketing , Vol. 20 No. 4, pp. 323-347.

Cronin, J.J. , Brady, M.K. and Hult, G.T.M. (2000), “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing , Vol. 76 No. 2, pp. 193-218.

Cronin, J.J. , Brady, M.K. , Brand, R.R. , Hightower, R. and Shemwell, D.J. (1997), “A cross-sectional test of the effect and conceptualization of service value”, Journal of Services Marketing , Vol. 11 No. 6, pp. 375-391.

Day, E. and Crask, M.R. (2000), “Value assessment: the antecedent of customer satisfaction”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , Vol. 13, pp. 52-60.

Day, G.S. (1990), Market Driven Strategy: Processes for Creating Value , The Free Press, New York, NY.

DeSarbo, W.S. , Jedidi, K. and Sinha, I. (2001), “Customer value analysis in a heterogeneous market”, Strategic Management Journal , Vol. 22 No. 9, pp. 845-857.

Dimitriadis, S. (2011), “Customers ' relationship expectations and costs as segmentation variables: preliminary evidence from banking”, Journal of Services Marketing , Vol. 25 No. 4, pp. 294-308.

Dodds, W.B. , Monroe, K.B. and Grewal, D. (1991), “Effects of price, brand, and store information on buyers ' product evaluations”, Journal of Marketing Research , Vol. 28 No. 3, pp. 307-319.

Doyle, P. (1989), “Building successful brands: the strategic options”, Journal of Marketing Management , Vol. 5 No. 1, pp. 77-95.

Drucker, P.F. (1954), The Practice of Management , Harper & Row, New York, NY.

Drucker, P.F. (1973), Management , Harper & Row, New York, NY.

Drucker, P.F. (1985), Innovation and Entrepreneurship , Harper and Row, New York, NY.

Edvardsson, B. , Tronvoll, B. and Gruber, T. (2011), “Expanding understanding of service exchange and value co-creation: a social construction approach”, Journal of the Academy of Marketing Science , Vol. 39 No. 2, pp. 327-339.

Eisenhardt, K.M. and Martin, J.A. (2000), “Dynamic capabilities: what are they?”, Strategic Management Journal , Vol. 21 Nos 10/11, pp. 1105-1121.

Flint, D.J. and Woodruff, R.B. (2001), “The initiators of changes in customers ' desired value: results from a theory building study”, Industrial Marketing Management , Vol. 30 No. 4, pp. 321-337.

Flint, D.J. , Woodruff, R.B. and Gardial, S.F. (1997), “Customer value change in industrial marketing relationships: a call for new strategies and research”, Industrial Marketing Management , Vol. 26 No. 2, pp. 163-175.

Flint, D.J. , Woodruff, R.B. and Gardial, S.F. (2002), “Exploring the phenomenon of customers ' desired value change in a business-to-business context”, Journal of Marketing , Vol. 66 No. 4, pp. 102-117.

Gale, B.T. (1994), Managing Customer Value. Creating Quality & Service That Customers Can See , The Free Press, New York, NY.

Gardial, S.F. , Clemons, D.S. , Woodruff, R.B. , Schumann, D.W. and Burns, M.J. (1994), “Comparing consumers ' recall of prepurchase and postpurchase product evaluation experiences”, Journal of Consumer Research , Vol. 20 No. 4, pp. 548-560.

Ghemawat, P. (1991), Commitment: The Dynamics of Strategy , The Free Press, New York, NY.

Grant, R.M. (1991), “The resource-based theory of competitive advantage: implications for strategy formulation”, California Management Review , Vol. 33 No. 3, pp. 114-135.

Han, J.K. , Kim, N. and Srivastava, R.K. (1998), “Market orientation and organizational performance: is innovation a missing link?”, Journal of Marketing , Vol. 62 No. 4, pp. 30-45.

Hitt, M.A. , Ireland, R.D. , Camp, S.M. and Sexton, D.L. (2001), “Guest editors ' introduction to the special issue. strategic entrepreneurship: entrepreneurial strategies for wealth creation”, Strategic Management Journal , Vol. 22 Nos 6/7, pp. 479-491.

Holbrook, M.B. (1994), “The nature of customer value: an axiology of services in the consumption experience”, in Rust, R. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice , Sage Publications, Thousand Oaks, CA, pp. 21-71.

Holbrook, M.B. (1996), “Customer value – a framework for analysis and research”, Advances in Consumer Research , Vol. 23 No. 1, pp. 138-142.

Holbrook, M.B. (1999), Consumer Value. A Framework for Analysis and Research , Routledge, London.

Huber, F. , Herrmann, A. and Morgan, R.E. (2001), “Gaining competitive advantage through customer value oriented management”, The Journal of Consumer Marketing , Vol. 18 No. 1, pp. 41-53.

Kashyap, R. and Bojanic, D.C. (2000), “A structural analysis of value, quality, and price perceptions of business and leisure travelers”, Journal of Travel Research , Vol. 39 No. 1, pp. 45-53.

Khalifa, A.S. (2004), “Customer value: a review of recent literature and an integrative configuration”, Management Decision , Vol. 42 Nos 5/6, pp. 645-666.

Lapierre, J. (2000), “Customer-perceived value in industrial contexts”, Journal of Business & Industrial Marketing , Vol. 15 Nos 2/3, pp. 122-140.

Lee, E.J. and Overby, J.W. (2004), “Creating value for online shoppers: implications for satisfaction and loyalty”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. , Vol. 17, pp. 54-67.

Lusch, R.F. and Vargo, S.L. (2006), “Service-dominant logic: reactions, reflections, and refinements”, Marketing Theory , Vol. 6 No. 3, pp. 281-288.

McDougall, G.H.G. and Levesque, T. (2000), “Customer satisfaction with services: putting perceived value into the equation”, Journal of Services Marketing , Vol. 14 Nos 4/5, pp. 392-410.

Mizik, N. (2002), “Marketing strategy and the firm value”, unpublished PhD, University of Washington, Washington, DC.

Mizik, N. and Jacobson, R. (2003), “Trading off between value creation and value appropriation: the financial implications of shifts in strategic emphasis”, Journal of Marketing , Vol. 67 No. 1, pp. 63-76.

Mocciaro Li Destri, A. and Battista, G. (2005), “The development of the resource-based firm between value appropriation and value creation”, Advances in Strategic Management , Vol. 22, pp. 153-188.

Monroe, K.B. (1990), Pricing – Making Profitable Decisions , McGraw-Hill, London.

Morrow, J.L. , Sirmon, D.G. , Hitt, M.A. and Holcomb, T.R. (2007), “Creating value in the face of declining performance: firm strategies and organizational recovery”, Strategic Management Journal , Vol. 28 No. 3, pp. 271-283.

Naumann, E. (1995), Creating Customer Value , Thompson Executive Press, Cincinnati, OH.

Nonaka, I. and Toyama, R. (2002), “A firm as a dialectical being: towards a dynamic theory of a firm”, Industrial & Corporate Change , Vol. 11 No. 5, pp. 995-1009.

Oliver, R.L. (1999), “Value as excellence in the consumption experience”, in Holbrook, M.B. (Ed.), Consumer Value. A Framework for Analysis and Research , Routledge, London.

Parasuraman, A. (1997), “Reflections on gaining competitive advantage through customer value”, Journal of the Academy of Marketing Science , Vol. 25 No. 2, pp. 154-161.

Parasuraman, A. and Grewal, D. (2000), “Serving customers and consumers effectively in the twenty-first century: a conceptual framework and overview”, Journal of the Academy of Marketing Science , Vol. 28 No. 1, pp. 9-16.

Parasuraman, A. , Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing , Vol. 49 No. 4, pp. 41-50.

Patterson, P.G. and Spreng, R.A. (1997), “Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: an empirical examination”, International Journal of Service Industry Management , Vol. 8 No. 5, pp. 414-434.

Payne, A. and Holt, S. (2001), “Diagnosing customer value: integrating the value process and relationship marketing”, British Journal of Management , Vol. 12 No. 2, pp. 159-182.

Petrick, J.F. (2002), “Development of a multi-dimensional scale for measuring the perceived value of a service”, Journal of Leisure Research , Vol. 34 No. 2, pp. 119-134.

Porter, M.E. (1985), Competitive Advantage – Creating and Sustaining Superior Performance , Free Press, New York, NY.

Porter, M.E. (1998), Competitive Advantage: Creating and Sustaining Superior Performance , Free Press, New York, NY.

Priem, R.L. (2007), “A consumer perspective on value creation”, Academy of Management Review , Vol. 32 No. 1, pp. 219-235.

Ravald, A. and Grönroos, C. (1996), “The value concept and relationship marketing”, European Journal of Marketing , Vol. 30 No. 2, pp. 19-30.

Sánchez, R. and Iniesta, M.A. (2006), “Consumer perception of value: literature review and a new conceptual framework”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , No. 19, pp. 40-48.

Sánchez, R. , Iniesta, M.A. and Holbrook, M.B. (2009), “The conceptualisation and measurement of consumer value in services”, International Journal of Market Research , Vol. 51 No. 1, pp. 93-113.

Sin, L.Y.M. , So, S.L.M. , Yau, O.H.M. and Kwong, K. (2001), “Chinese women at the crossroads: an empirical study on their role orientations and consumption values in chinese society”, The Journal of Consumer Marketing , Vol. 18 Nos 4/5, pp. 348-367.

Sinha, I. and DeSarbo, W.S. (1998), “An integrated approach toward the spatial modeling of perceived customer value”, Journal of Marketing Research , Vol. 35 No. 2, pp. 236-249.

Sirmon, D.G. , Hitt, M.A. and Ireland, R.D. (2007), “Managing firm resources in dynamic environments to create value: looking inside the black box”, Academy of Management Review , Vol. 32 No. 1, pp. 273-292.

Slater, S.F. (1997), “Developing a customer value-based theory of the firm”, Journal of the Academy of Marketing Science , Vol. 25 No. 2, pp. 162-167.

Slater, S.F. and Narver, J.C. (1998), “Customer-led and market-oriented: let ' s not confuse the two”, Strategic Management Journal , Vol. 19 No. 10, pp. 1001-1006.

Slater, S.F. and Narver, J.C. (2000), “Intelligence generation and superior customer value”, Academy of Marketing Science. Journal , Vol. 28 No. 1, pp. 120-127.

Smith, J.B. and Colgate, M. (2007), “Customer value creation: a practical framework”, Journal of Marketing Theory & Practice , Vol. 15 No. 1, pp. 7-23.

Spiteri, J.M. and Dion, P.A. (2004), “Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries”, Industrial Marketing Management , Vol. 33 No. 8, pp. 675-687.

Srivastava, R.K. , Fahey, L. and Christensen, H.K. (2001), “The resource-based view and marketing: the role of market-based assets in gaining competitive advantage”, Journal of Management , Vol. 27 No. 6, pp. 777-802.

Sweeney, J.C. and Soutar, G.N. (2001), “Consumer perceived value: the development of a multiple item scale”, Journal of Retailing , Vol. 77 No. 2, pp. 203-220.

Teece, D.J. , Pisano, G. and Shuen, A. (1997), “Dynamic capabilities and strategic management”, Strategic Management Journal , Vol. 18 No. 7, pp. 509-533.

Tuominen, M. (2004), “Channel collaboration and firm value proposition”, International Journal of Retail & Distribution Management , Vol. 32 No. 4, pp. 178-189.

Ulaga, W. (2001), “Customer value in business markets: an agenda for inquiry”, Industrial Marketing Management , Vol. 30 No. 4, pp. 315-319.

Ulaga, W. (2003), “Capturing value creation in business relationships: a customer perspective”, Industrial Marketing Management , Vol. 32 No. 8, pp. 677-693.

Ulaga, W. and Chacour, S. (2001), “Measuring customer-perceived value in business markets”, Industrial Marketing Management , Vol. 30 No. 6, pp. 525-540.

Van der Haar, J.W. , Kemp, R.G.M. and Omta, O. (2001), “Creating value that cannot be copied”, Industrial Marketing Management , Vol. 30 No. 8, pp. 627-636.

Vargo, S.L. and Lusch, R.F. (2004), “Evolving to a new dominant logic for marketing”, Journal of Marketing , Vol. 68 No. 1, pp. 1-17.

Venkataraman, S. and Sarasvathy, S.D. (2001), “Strategy and entrepreneurship”, in Hitt, M.A. , Freeman, R.E. and Harrison, J.S. (Eds), Handbook of Strategic Management , Blackwell, Oxford, pp. 650-668.

Wang, Y. , Lo, H.P. , Chi, R. and Yang, Y. (2004), “An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China”, Managing Service Quality , Vol. 14 Nos 2/3, pp. 169-182.

Woodall, T. (2003), “Conceptualising ‘value for the customer’: an attributional, structural and dispositional analysis”, Academy of Marketing Science Review , Vol. 2003 No. 12, pp. 1-42.

Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science , Vol. 25 No. 2, pp. 139-153.

Woodruff, R.B. and Gardial, S.F. (1996), Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction , Blackwell Business, Cambridge, MA.

Zander, I. and Zander, U. (2005), “The inside track: on the important (but neglected) role of customers in the resource-based view of strategy and firm growth”, Journal of Management Studies , Vol. 42 No. 8, pp. 1519-1548.

Zeithaml, V.A. (1988), “Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence”, Journal of Marketing , Vol. 52 No. 3, pp. 2-22.

Zeithaml, V.A. , Berry, L.L. and Parasuraman, A. (1996), “The behavioral consequences of service quality”, Journal of Marketing , Vol. 60 No. 2, pp. 31-46.