Dimensions of Customer Value of Website Communication in Business-to-Business Relationships |
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| Authors: | N. Golik Klanac |
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| Affiliation: | (1) CERS – Centre for Relationship Marketing and Service Management, HANKEN – Swedish School of Economics and Business Administration, Helsinki, Finland |
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| Abstract: | The study aims at eliciting dimensions of customer value (CV) of website communication in business-to-business relationships. It draws upon the literature on CV and the interaction approach, utilizing a qualitative case study in the elevator industry. The study portrays seven dimensions of CV of website communication in business-to-business relationships: convenience, efficiency, competence, confidence, comfort, appreciation and enjoyment. |
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| Keywords: | customer value website communication business-to-business -relationships customer end-states case study |
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