Customer value-in-experience

theoretical foundation and research agenda

John Turnbull

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution


The perception of value is central to the satisfaction and loyalty of customers, and is therefore of great importance to organisations. Recent focus on the customer experience has led to the recognition that value, in its broadest sense, can be thought of as something experienced by customers rather than packaged and sold by companies. Customer perception of value over the entire course of the customer experience, or “value-in-experience”, is a relatively new concept that has received little research to date. This paper presents a theoretical foundation and proposed research agenda for this concept.
Original languageEnglish
Title of host publicationANZMAC 2009
Subtitle of host publicationproceedings : sustainable management and marketing conference
EditorsDewi Tojib
Number of pages8
ISBN (Print)1863081585
Publication statusPublished - 2009
EventAustralian and New Zealand Marketing Academy Conference (2009) - Melbourne
Duration: 30 Nov 20092 Dec 2009


ConferenceAustralian and New Zealand Marketing Academy Conference (2009)


  • customer experience
  • customer value
  • consumer behaviour
  • customer perceived value
  • value in experience

Fingerprint Dive into the research topics of 'Customer value-in-experience: theoretical foundation and research agenda'. Together they form a unique fingerprint.

Cite this