Revisitng service value in an emerging economy

Sanjit Roy, Ali QUAZI

Research output: A Conference proceeding or a Chapter in BookConference contributionpeer-review


Recent marketing research has paid a lot of attention to customer value because of its potential impact on customers’ behavioral outcomes. In the context of services customers’ perceived value has been conceptualized both as unidimensional and multidimensional in nature. Almost all of these studies have been conducted in the developed economies and very limited attention has been given to the constituents of service value in the emerging economies. Therefore this study develops a seven dimensional scale service value in one of the most vibrant emerging economy. The dimensions of service value identified are service quality, service equity, customer intimacy, operational effectiveness, product leadership, technical quality, and perceived sacrifice. The managerial implications of such a scale for the emerging economy are briefly explained.
Original languageEnglish
Title of host publication2013 Australia New Zealand Marketing Academy Conference (ANZMAC)
EditorsRod Brodie
Place of PublicationAuckland
PublisherAustralian and New Zealand Marketing Academy
Number of pages6
ISBN (Print)9780646563305
Publication statusPublished - 2013
EventAustralian and New Zealand Academy of Management, ANZMAC 2013: Engineering in Our Future - Auckland, Auckland, New Zealand
Duration: 1 Dec 20134 Dec 2013


ConferenceAustralian and New Zealand Academy of Management, ANZMAC 2013
Abbreviated titleANZMAC 2013
Country/TerritoryNew Zealand


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