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    Conceptualizing of value offerings from a customer perspective. Understanding the elements of value and their relationship with customer satisfaction

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    DBA Thesis (2.697Mb)
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    Publication date
    2016
    Author
    Mehraramolan, Amirreza
    Supervisor
    Wright, Gillian H.
    Keyword
    Value offering
    Customer value
    Performance value
    Pricing value
    Relationship building value
    Co-creation of value
    Customer satisfaction
    Rights
    Creative Commons License
    The University of Bradford theses are licenced under a Creative Commons Licence.
    Institution
    University of Bradford
    Department
    School of Management
    Awarded
    2016
    
    Metadata
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    Abstract
    The initial idea for this research is based on the gap that I found in my company performance and specifically in the process of value offering and the relationship with customers. The company has recently faced the challenges of a loss of market share and competitive advantage. The aim of this study is to provide a validated value offering constructs for the company. That is, knowing the customers’ needs, value and preferences better; identifying what kind of value the customers are looking for and improving the value offerings of the company in order to raise customers´ satisfaction. Understanding the priority of value offering elements from customers’ perspective, the nature of customer satisfaction and the relationship between the elements of value offering and customers´ satisfaction are the main objectives. The relevant literature and research related to value offering including its elements, value, perceived value and customer satisfaction are reviewed comprehensively. The methodology used is a case study. Both quantitative and qualitative methods are used for collecting and analysing the data. In qualitative phase, 16 customers were selected for in-depth interviews and for quantitative phase 268 customers who all are dentists responded a survey made up of 24 scales. The result showed that the highest significant element is Price value and also it was revealed in which important parts related to value offering and customer satisfaction the company is performing poorly.
    URI
    http://hdl.handle.net/10454/17171
    Type
    Thesis
    Qualification name
    DBA
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