Customer value creation through product quality and customer usage of product functions: Managing the industry shift towards smartphones

B. Frank, B. Herbas Torrico, T. Enkawa

研究成果: Conference contribution

抄録

This article investigates how the industry shift from traditional cell phones to smartphones has impacted the process of customer value creation and thus caused the rapid demise of industry leaders and the rise of new global leaders. It explores this mechanism within the chain from quality-induced and customer-co-created product functionality via hedonic, symbolic, and utilitarian customer value to customer loyalty. Based on consumer data from Bolivia and Japan, the study illustrates that the greater market success of smartphones than traditional cell phones can mainly be explained by higher hedonic and symbolic value creation. This additional value creation is caused by higher product quality and greater opportunities for customers to co-create value through active usage of customized product functions.

本文言語English
ホスト出版物のタイトル2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012
出版社IEEE Computer Society
ページ1507-1511
ページ数5
ISBN(印刷版)9781467329453
DOI
出版ステータスPublished - 2012 1月 1
外部発表はい
イベント2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012 - Hong Kong, China
継続期間: 2012 12月 102012 12月 13

出版物シリーズ

名前IEEE International Conference on Industrial Engineering and Engineering Management
ISSN(印刷版)2157-3611
ISSN(電子版)2157-362X

Conference

Conference2012 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2012
国/地域China
CityHong Kong
Period12/12/1012/12/13

ASJC Scopus subject areas

  • ビジネス、管理および会計(その他)
  • 産業および生産工学
  • 安全性、リスク、信頼性、品質管理

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