A Quantitative Model for Decomposing & Assessing the Value for the Customer

• Published in: Journal of innovation management (Porto) Vol. 2; no. 1; pp. 104 - 138
• Main Authors: Nicola, Susana, Ferreira, Eduarda Pinto, Ferreira, João José Pinto
• Format: Journal Article
• Language: English
• Published: Porto Portugal Association Journal of Innovation Management (Associação Journal of Innovation Management) - NIPC 514006935 02.11.2014; Universidade do Porto, Faculdade de Engenharia (FEUP)
• Subjects: Asset management; Assets; Commercialization; Conceptual models; Customer services; Decision making; Endogenous; Footwear industry; fuzzy ahp; Intangible assets; Intellectual capital; Marketing; Multiple criteria decision making; Network analysis; Quantitative analysis; Value; value for the customer; value proposition
• ISSN: 2183-0606; 2183-0606
• DOI: 10.24840/2183-0606_002.001_0008

The research presented in this paper proposes a novel quantitative model for decomposing and assessing the Value for the Customer. The proposed approach builds on the different dimensions of the Value Network analysis proposed by Verna Allee having as background the concept of Value for the Customer proposed by Woodall. In this context, the Value for the Customer is modelled as a relationship established between the exchanged deliverables and a combination of tangible and intangible assets projected into their endogenous or exogenous dimensions. The Value Network Analysis of the deliverables exchange enables an in-depth understanding of this frontier and the implicit modelling of co-creation scenarios. The proposed Conceptual Model for Decomposing Value for the Customer combines several concepts: from the marketing area we have the concept of Value for the Customer; from the area of intellectual capital the concept of Value Network Analysis; from the collaborative networks area we have the perspective of the enterprise life cycle and the endogenous and exogenous perspectives; at last, the proposed model is supported by a mathematical formal description that stems from the area of Multi-Criteria Decision Making. The whole concept is illustrated in the context of a case study of an enterprise in the footwear industry (Pontechem). The merits of this approach seem evident from the contact with Pontechem as it provides a structured approach for the enterprises to assess the adequacy of their value proposition to the client/customer needs and how these relate to their endogenous and/or exogenous tangible or intangible assets. The proposed model, as a tool, may therefore be a useful instrument in supporting the commercialisation of new products and/or services.