How Business Customers Judge Solutions: Solution Quality and Value in Use
How Business Customers Judge Solutions: Solution Quality and Value in Use
复制标题
DOI：
10.1509/jm.15.0109
复制
发表时间：
2016-05-01
影响因子：
12.9
通讯作者：
Wilson, Hugh N.
中科院分区：
文献类型：
--
作者：
Macdonald, Emma K.;Kleinaltenkamp, Michael;Wilson, Hugh N.
许多制造商希望通过业务解决方案来实现增长;然而，成功远非板上钉钉，而且目前还不清楚此类解决方案如何创造上级感知价值。本文探讨了解决方案在一段时间内为客户带来的价值概念化为“使用价值”以及这如何从解决方案组件的质量感知中产生。作者通过36次采访，结合储备网格技术和手段-目的链，开发了解决方案质量和使用价值的框架。研究结果显着扩展了现存的质量作为供应商的产品和服务的功能，并表明，客户也评估自己的资源和流程的质量，以及联合资源整合过程的质量。作者报告说，使用价值不仅与集体、组织目标相对应，也与个人目标相对应，这一发现与先前的研究形成了强烈对比。质量-价值关系的四个调节因子表明，在作者所称的“使用中心”内，不同公司和角色的客户异质性。“在转向解决方案时，制造商需要非常不同的方法来进行市场研究、账户管理、解决方案设计和质量控制，包括对价值审计流程的需求。
Many manufacturers look to business solutions to provide growth; however, success is far from guaranteed, and it is unclear how such solutions can create superior perceived value. This article explores what constitutes value for customers from solutions over time-conceptualized as "value in use"-and how this arises from quality perceptions of the solution's components. The authors develop a framework for solution quality and value in use through 36 interviews combining repertory grid technique and means-end chains. The findings significantly extend the extant view of quality as a function of the supplier's products and services, and show that customers also assess the quality of their own resources and processes, as well as the quality of the joint resource integration process. The authors report that value in use corresponds not just to collective, organizational goals but also to individuals' goals, a finding that strongly contrasts with prior research. Four moderators of the quality-value relationship demonstrate customer heterogeneity across both firms and roles within what the authors term the "usage center." When shifting toward solutions, manufacturers require very different approaches to market research; account management; solution design; and quality control, including the need for value-auditing processes.