Customer value from a customer perspective: a comprehensive review

The value concept is one of marketing theory’s basic elements. Identifying and creating customer value (CV) – understood as value for customers – is regarded as an essential prerequisite for future company success. Nevertheless, not until quite recently has CV received much research attention. Ideas on how to conceptualize and link the concept to other constructs vary widely. The literature contains a multitude of different definitions, models, and measurement approaches. This article provides a broad overview, analysis, and critical evaluation of the different trends and approaches found to date in this research field, encompassing the development of perceived and desired customer value research, the relationships between the CV construct and other central marketing constructs, and the linkage between CV and the company interpretation of the value of the customer, like customer lifetime value (CLV). The article concludes by pointing out some of the challenges this field of research will face in the future.      

Hybrid value creation: a systematic review of an evolving research area

This systematic review analyses literature on the work of hybrid value creation, i.e. the process of generating additional value by innovatively combining products (tangible component) and services (intangible component). A state of the art report on hybrid value creation is delivered by first systematically identifying and then analyzing 169 publications focusing on hybrid value creation. The identified publications are clustered into eight categories based on their links and interactions and thus a mapping of this evolving field is suggested. A discussion and reflection of the findings with respect to the pervasiveness of literature and the research methodologies used is provided. The paper concludes by identifying some dominant strategic gaps in the overall research landscape and provides directions for future research.     

Some Like it Non-Financial …

Abstract

Over the last decades the process of modernization in the public sector has fostered the adoption of new accounting techniques, such as accrual accounting and non-financial performance measurement systems. The purpose of this paper is to test hypotheses on the different perceptions of politicians and managers as to the importance of performance information. Our findings suggest that politicians’ and managers’ views on the importance of performance information are more similar than expected. They also show that accounting innovations are in some cases embraced with enthusiasm (non-financial performance), whereas in other cases they are hardly recognized (e.g. accrual accounting).     

An evaluation of the performance and suitability of R × C methods for ecological inference with known true values

Ecological inference refers to the study of individuals using aggregate data and it is used in an impressive number of studies; it is well known, however, that the study of individuals using group data suffers from an ecological fallacy problem (Robinson in Am Sociol Rev 15:351–357, 1950). This paper evaluates the accuracy of two recent methods, the Rosen et al. (Stat Neerl 55:134–156, 2001) and the Greiner and Quinn (J R Stat Soc Ser A (Statistics in Society) 172:67–81, 2009) and the long-standing Goodman’s (Am Sociol Rev 18:663–664, 1953; Am J Sociol 64:610–625, 1959) method designed to estimate all cells of R × C tables simultaneously by employing exclusively aggregate data. To conduct these tests we leverage on extensive electoral data for which the true quantities of interest are known. In particular, we focus on examining the extent to which the confidence intervals provided by the three methods contain the true values. The paper also provides important guidelines regarding the appropriate contexts for employing these models.     

Die Wirkung von Akzent und Dialekt in der internen und externen Kommunikation: Stand der betriebswirtschaftlich orientierten Forschung und Forschungsdirektiven

With growing interest, the importance of speech characteristics is being discussed in business literature. Particularly speech varieties such as a regional dialect or a foreign accent of a speaker affect the success of business interaction significantly. The present paper systematically depicts these effects by conducting a literature review. The underlying processes of accent and dialect effects are discussed and empirical findings of business research are presented. Since this topic is highly interdisciplinary, findings of peripheral research disciplines such as linguistic science and social psychology are integrated. Having given a comprehensive state-of-art review, the present paper develops a theoretical framework, which integrates previous partial theories and the fragmentary empirical findings. Based on this framework, the paper suggests directives for future research.     

Managerial applicability of graphical formats to support positioning decisions

Issues of segmentation and positioning have always been at the heart of marketing management. In recent years, much methodological progress has been made in order to carry out these two tasks simultaneously, that is, to combine certain types of clustering algorithms with appropriate multidimensional scaling or unfolding procedures. When trying to provide managers with a tool to support marketing decision-making in segmentation and positioning, the ease of use and the visual quality of results must be emphasized. This paper provides a state-of-the-art review of alternative graphical formats designed to assist strategic management. It focuses on three aspects, namely, (I) representing competitive market structures, (II) illustrating preferences for product attributes, and (III) describing customer heterogeneity at the individual as well as segment-specific levels; this paper also explores the interrelations among these aspects. The benefits and limitations of different approaches are discussed, and graphical examples are provided. Advances in academic research are contrasted with the information requirements of marketing managers. Finally, recommendations on the applicability of these alternatives for practical use are offered, and issues for further research are specified.     

Price volatility and the political economy of resource-rich nations

This paper attempts to understand how price volatility affects the political transition of a resource-rich nation. Two states reflect price volatility: ‘high prices’ and ‘low prices’. We argue that whether or not political transition (i.e., a switch from one regime to another) will take place in a particular state depends critically on the kind of goods a country produces. If the main economic activity in a country is the extraction of “point-source” resources such as oil that demands capital-intensive production, the opportunity cost of switching the existing regime does not alter if the price of the resource changes but the benefit becomes more lucrative. Therefore, the incumbent group is most vulnerable during ‘high prices’. If the main economic activity of the nations is the production of “diffused resources” such as coffee that requires labor, prices do affect the opportunity cost. Nations concentrating in these commodities face acute political crisis during downturns.     

Disclosure as a tool in stakeholder relations management: a longitudinal study on the Port of Rotterdam

This study applies stakeholder management principles to the port domain. We provide a conceptual framework for evaluating the communication strategies a (landlord) Port Authority (PA) relies on in the management of its relevant stakeholders and the adoption of disclosure to critical issues. The theoretical arguments are supported by empirical evidences from the Port of Rotterdam (PoR), i.e. a major port which leverages disclosure to successfully manage stakeholders and support the implementation of corporate strategy. The research questions are addressed using a content analysis on the annual reports (ARs) of PoR in the period 2000–2012. The overall research design enables the investigation of PA disclosure as a tool for managing the evolving interests of stakeholders from a longitudinal perspective. The PoR case shows that the relative importance of topics reported in the ARs change over time, as a result of external pressures and internal key events. The outcomes demonstrate the growing attention of PoR on topics relevant to the broader community (e.g. environment and safety/security) after a period characterised by a prominent focus on financial and governance issues. Besides, key breakthrough forces stimulating the shifts in landlord communication strategies are identified and discussed. Finally, by suggesting an indirect approach to evaluate how PA prioritises its salient stakeholders, the paper adds to extant port literature and brings methodological implications.     

Inclusion of disabled people in the Italian labour market: an efficiency analysis of law 68/1999 at regional level

Law 68 of March 12, 1999, whose aim is the regulation and promotion of the employment of persons with disabilities, delegates to the regions the management of the labour market. Consequently, its successful implementation depends almost exclusively on the regions’ actions and ability to efficiently coordinate the various actors involved in the work integration of disabled people. The main objective of this paper is to verify which Italian regions are ranked among the most efficient ones in the application of this law. To this purpose, the efficiency analysis is carried out by applying the Data Envelopment Analysis (DEA) method to Italian regions data for the year 2005. In this context, we implement a “cascade” analysis by introducing both environmental variables and social capital variables in different steps of the analysis. The results show that the sheer presence of potential employers and of employment offices is not enough to make a region able to correctly apply the law 68/1999. Both environmental and socio-welfare factors have to be considered, as they are important in determining the efficiency of each region in providing employment for disabled people. Hence, the present study represents an additional source of useful information to policy makers for future economic policy actions in order to promote the integration of disabled people in the labour market: environmental and social capital variables ought to be included as policy instruments within the context of law 68/1999.