Customer Journey Value: A Conceptual Framework
(2023) In Journal of Creating Value 9(1). p.8-26- Abstract
- 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... (More)
- 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. (Less)
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/43f6bdb4-66fd-4159-9899-ad24eb22300c
- author
- Hollebeek, Linda LU ; Urbonavicius, Sigitas ; Sigurdsson, Valdimar ; Arvola, René and Clark, Moira K.
- organization
- publishing date
- 2023-05-31
- type
- Contribution to journal
- publication status
- published
- subject
- in
- Journal of Creating Value
- volume
- 9
- issue
- 1
- pages
- 8 - 26
- publisher
- SAGE Publications
- external identifiers
-
- scopus:85161312379
- ISSN
- 2394-9643
- DOI
- 10.1177/23949643231157155
- language
- English
- LU publication?
- yes
- id
- 43f6bdb4-66fd-4159-9899-ad24eb22300c
- date added to LUP
- 2023-06-01 10:29:02
- date last changed
- 2023-08-17 08:23:14
@article{43f6bdb4-66fd-4159-9899-ad24eb22300c,
abstract = {{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.}},
author = {{Hollebeek, Linda and Urbonavicius, Sigitas and Sigurdsson, Valdimar and Arvola, René and Clark, Moira K.}},
issn = {{2394-9643}},
language = {{eng}},
month = {{05}},
number = {{1}},
pages = {{8--26}},
publisher = {{SAGE Publications}},
series = {{Journal of Creating Value}},
title = {{Customer Journey Value: A Conceptual Framework}},
url = {{http://dx.doi.org/10.1177/23949643231157155}},
doi = {{10.1177/23949643231157155}},
volume = {{9}},
year = {{2023}},
}