Assessing value-in-use: A conceptual framework and exploratory study

Publication year: 2011
Source: Industrial Marketing Management, In Press, Corrected Proof, Available online 12 June 2011

Emma K., Macdonald , Hugh, Wilson , Veronica, Martinez , Amir, Toossi

Developing approaches for understanding customer perceived value is a priority for managers and scholars alike. A conceptual framework for assessment of value-in-use is proposed and explored within the context of a maintenance service provider. In contrast to value models in previous empirical research, the framework includes assessment not just of provider attributes but also of the customer’s usage processes, as well as customer evaluations of the value-in-use they obtain. Interviews with members of a cross-disciplinary buying group provide support for the framework, including the observations that individuals can assess the quality of their usage processes and that they can articulate…

 Research highlights: ► We propose a new framework for assessing customer value of solutions. ► Current service quality measures assume that value is embedded in service delivery. ► Buying group members assess the quality of their own organisation’s usage processes. ► Buying group members articulate value-in-use at organisational and individual levels. ► Value-in-use changes over time impacting solution selling and innovation.