Application of the means-end value hierarchy model to understanding logistics service value

Authors: Mentzer J.T.; Rutner S.M.; Matsuno K.

Source: International Journal of Physical Distribution & Logistics Management, Volume 27, Number 910, 1997 , pp. 630-643(14)

Publisher: Emerald Group Publishing Limited

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Abstract:

In the behavioural science areas of psychology and consumer behaviour, the means-end value hierarchy model has often been applied to understand individuals’ values structures - in particular, the value of a company’s product/ service offering to its customers. Applying the means-end value hierarchy model in a logistics context, logistics customer value can be thought of as a higher-order evaluative standard for customers’ satisfaction and service quality evaluation processes. As such, it is important for a firm to know what its customers value when seeking to build a competitive advantage. Attempts to advance our understanding of logistics customer value through the application of the means-end value hierarchy model to logistics. More specifically, investigates the customer value of logistics service in a business-to-business setting using the means-end value hierarchy model. Uses focus group interview data for developing the customer value hierarchy.

Keywords: Behavioural sciences; Business-to-business marketing; Consumer behaviour; Logistics; Value analysis

Language: English

Document Type: Miscellaneous

Affiliations: 1: Department of Marketing, Logistics and Transportation, The University of Tennessee, Knoxville, Tennessee, USA

Publication date: 1997-12-17