Building a New Gap Model Based on the Dual Perspectives of Customer Value: A Case Study of Development of a High-end Business Apartment

DOI

10.2991/icpit-16.2016.11How to use a DOI?

Keywords

dual perspectives of customer value, perception gap, gap model

Abstract

Referring to the findings of domestic and foreign studies in customer value gap theories, this paper probes the "gap model" on the basis of the dual perspectives of enterprises and customers. This is achieved through discussing the five perception gaps of customer value between the company and its customers. Collectively, these gaps include: attribute gap, importance gap, performance gap, competitive gap and the total gap. Then, we construct a priority matrix based on the degree of importance of customer value and the size of the total gap. In doing so, we hope to be able to help enterprises in developing better capacity for customer value management. In addition, this paper uses the case of a high-end business apartment project to help explain the general process use for a "gap model" analysis based on the dual perspectives of customer value.

Copyright

© 2016, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Zhongqun Sun
PY  - 2016/08
DA  - 2016/08
TI  - Building a New Gap Model Based on the Dual Perspectives of Customer Value: A Case Study of Development of a High-end Business Apartment
BT  - Proceedings of the International Conference on Promotion of Information Technology (ICPIT 2016)
PB  - Atlantis Press
SP  - 64
EP  - 75
SN  - 2352-538X
UR  - https://doi.org/10.2991/icpit-16.2016.11
DO  - 10.2991/icpit-16.2016.11
ID  - Sun2016/08
ER  -