| Title |
Customer journey value: a conceptual framework / |
| Authors |
Hollebeek, Linda Desiree ; Urbonavičius, Sigitas ; Sigurdsson, Valdimar ; Arvola, René ; Clark, Moira K |
| DOI |
10.1177/23949643231157155 |
| Full Text |
|
| Is Part of |
Journal of creating value.. Thousand Oaks, California : SAGE Publications. 2023, vol. 9, no. 1, p. 8-26.. ISSN 2394-9643. eISSN 2454-213X |
| Abstract [eng] |
Though firms are making substantial investments in the customer journey (CJ), the return on these investments remains tenuous, yielding a critical need for enhanced CJ-related accountability. Addressing this gap, we develop the concept of ‘customer journey value’ (CJV), defined as the perceived value of a customer’s journey to the customer and the firm, which facilitates the development of accountability in this regard. We also develop a social exchange theory-informed framework of CJV, which proposes customer- and firm-based customer engagement value (CEV) as core CJV antecedents. In turn, CJV is predicted to yield the customer-based consequences of attitudinal and behavioural brand loyalty and the firm-based consequences of enhanced customer lifetime value, as formalized in a set of propositions based on the framework. We conclude by outlining pertinent implications that arise from our analyses. |
| Published |
Thousand Oaks, California : SAGE Publications |
| Type |
Journal article |
| Language |
English |
| Publication date |
2023 |
| CC license |
|
