Increased customer value can impact customer behaviors that drive company performance. As a result, firms must invest in the drivers of customer value. The authors describe a management tool that identifies the most relevant value creation activities, the satisfaction profit chain (SPC). As...

While a growing number of consumer market studies reveal that price image is strategically important for the retailers who own it, no study has explored the role of price image in the business market. The Resource-based view (RBV) framework is used to fill a gap in the extant literature by...