The value concept is one of marketing theory’s basic elements. Identifying andcreating customer value (CV) - understood as value for customers - is regarded asan essential prerequisite for future company success. Nevertheless, not until quiterecently has CV received much research attention....

This study investigates what creates value for customers and how providers canimprove value for their customers. A comprehensive analytical model with a fourstepapproach is presented and applied in the field of financial services. In a firststep, the main customer value drivers are identified...

The research topics HRM and customer involvement are usually investigated separately.On the one hand, research shows that the spectrum of roles and functions ofcustomers as key company stakeholders has changed dramatically in the last fewyears. In service companies, now more than ever, customers...

Fundamental changes in the market environment force insurance intermediaries to redefinetheir roles. This article focuses on the future functions of brokers, which areanalyzed from a functional as well as a customer-oriented perspective. To cope withthe limitations of current intermediation...