Expectations-to-value: connecting customers with business offerings
by John R. Hamilton; Singwhat Tee
International Journal of Internet Marketing and Advertising (IJIMA), Vol. 9, No. 2, 2015

Abstract: The literature developed expectations-to-value relationship is tested across the national pharmacy industry. The resultant expectations-to-value model delineates significant network paths - that can then be considered for value deliverance optimisation. This structural equation modelling (SEM) study shows the customer's prior expectations (measured as intentions and extensions) drive a network of value deliverance networks that are developing conjointly as each customer is acquiring their performance-related, servicing-related and emotive satisfier related dimensions of value.

Online publication date: Wed, 22-Jul-2015

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