Service value revisited: Specifying a higher-order, formative measure ☆

Published on Dec 1, 2008in Journal of Business Research7.55
· DOI :10.1016/J.JBUSRES.2008.01.015
David Martín Ruiz9
Estimated H-index: 9
Dwayne D. Gremler32
Estimated H-index: 32
(College of Business Administration)
+ 1 AuthorsGabriel Cepeda Carrión12
Estimated H-index: 12
Recent marketing literature pays particular attention to customer value because of the potential impact on customer behavior and, ultimately, firm performance. Whereas some studies conceptualize customer value in a unidimensional manner, more recent approaches take a multidimensional approach, generally conceptualizing value as composed of various benefits and sacrifices. However, nearly all of these studies consider value components in a reflective manner, which is not only problematic but in many cases conceptually incorrect. In addition, recent customer value research includes service components to define and operationalize the construct. This study suggests that customer value in service contexts, or service value, represents a higher-order, formative construct with benefit and sacrifice components. Specifically, the authors propose a formative model of service value with four components: service quality, service equity, confidence benefits, and perceived sacrifice. A multiple-industry study substantiates the contention that this higher-order, formative approach best models value. The results theoretically and empirically support the conceptualization of service value with formative components, and the measure is robust and works well across multiple service contexts.
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