Kauppatieteellinen tiedekunta, 2008
Kansainvälisen yritystoiminnan koulutusohjelma
The perception of value in business relationships and what it consists of has been a topic for many researches so far. However, very little research has been made on how different elements of value are perceived in the long run and among different segments such as countries, cultures or industries. The purpose of this study was to explore what customer perceived value consists of and how the perception varies by time in these segments in industrial markets.
The theoretical framework found that industrial customer perceived value was composed of factors that are connected with the product, the business relationship and monetary values. It was suggested that as time goes by different adaptations, cooperation, and mutual understanding evolve and increase the perceived value. It was also suggested that the elements of value are perceived differently among different countries and cultures. The empirical research was carried out by analyzing ongoing industrial customer surveys of a large international corporation. The replies were gathered between 2003-2007.
As an output of the study it was discovered that countries with strong roots in industry are more likely to have more critical view on the value than others. Unlike the theoretical framework suggested the evaluations of long time customers remained approximately the same through the years of their customership and that the monetary values were most critical points.
customer perceived value, business relationships, purchasing