Effects of Extrinsic Attributes on Perceived Quality, Customer Value, and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries
Effects of Extrinsic Attributes on Perceived Quality, Customer Value, and Behavioral Intentions in B2B Settings: A Comparison Across Goods and Service Industries
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B2B 环境中外在属性对感知质量、客户价值和行为意图的影响：商品和服务行业之间的比较
DOI：
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发表时间：
2004
期刊：
影响因子：
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通讯作者：
Douglas B. Grisaffe
中科院分区：
文献类型：
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作者：
Anand Kumar;Douglas B. Grisaffe
ABSTRACT The traditional formulation of customer value is a trade off of benefits and sacrifices, with intrinsic quality typically being the primary benefit, and price typically being the primary sacrifice. While additional sacrifices have been proposed in the literature (e.g., time and effort), we explore three additional benefits, the extrinsic attributes of industry leadership, innovation, and customer focus and their effects on a hierarchical quality-value-intention system. Data gathered from two distinct business-to-business domains, one goods and one services, showed that extrinsic attributes impacted elements of the quality-value-intention system. It was also found that quality and customer focus (an extrinsic attribute) differed in their effects across goods and services contexts. Managerial implications are discussed for creating customer perceived value in goods and services industries.
