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Peter Maas
Title
Prof. em. Dr.
Last Name
Maas
First name
Peter
Email
peter.maas@unisg.ch
ORCID
Now showing
1 - 10 of 13
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PublicationCustomer Value from a Customer Perspective: A Comprehensive ReviewThe value concept is one of marketing theory's basic elements. Identifying and creating customer value (CV) - understood as value for customers - is regarded as an essential prerequisite for future company success. Nevertheless, not until quite recently has CV received much research attention. Ideas on how to conceptualize and link the concept to other constructs vary widely. The literature contains a multitude of different definitions, models, and measurement approaches. This article provides a broad overview, analysis, and critical evaluation of the different trends and approaches found to date in this research field, encompassing the development of perceived and desired customer value research, the relationships between the CV construct and other central marketing constructs, and the linkage between CV and the company interpretation of the value of the customer, like customer lifetime value (CLV). The article concludes by pointing out some of the challenges this field of research will face in the future.Type: journal articleJournal: Journal für BetriebswirtschaftVolume: 58Issue: 1
Scopus© Citations 72 -
PublicationCustomer Value Analysis in Financial ServicesThis study investigates what creates value for customers and how providers can improve value for their customers. A comprehensive analytical model with a four-step approach is presented and applied in the field of financial services. In a first step, the main customer value drivers are identified and five value dimensions are derived, based on qualitative interviews with customers. These results are then compared to value assumptions made by customer-contact employees, and the gaps between customer and employee perceptions are analyzed. Based on these identified gaps a multitude of implications for managing company CV at the normative, strategic and operational level of management are derived and finally implications of findings for service marketing practice and research are discussed.Type: journal articleJournal: Journal of Financial Services MarketingVolume: 13Issue: 2DOI: 10.1057/fsm.2008.14
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PublicationType: journal articleJournal: ThexisVolume: 22Issue: 3
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PublicationType: journal articleJournal: Zeitschrift für PersonalforschungVolume: 18Issue: 3
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PublicationA New Challenge for HRM: Changing Roles and Functions of Customers( 2005-05-06)Graf, AlbertType: conference paper
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PublicationExploring Customer Value in Financial Services( 2005-05-06)Graf, AlbertType: conference paper
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PublicationManagement by Trust: The Case of a Dutch Insurance Company( 2005-06-04)
;Graf, AlbertKaeslin, BrunoType: conference paper -
PublicationModeling Customer Value in the Financial Services Industry( 2005-06-04)
;Graf, AlbertKaeslin, BrunoType: conference paper -
PublicationUnderstanding Customer Loyalty in the Insurance Industry: The Emotional Difference( 2005-06-04)
;Graf, AlbertKaeslin, BrunoType: conference paper -