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Balasubramanian, S., Raghunathan, R. and Mahajan, V. (2005) Consumers in a Multichannel Environment: Product Utility, Process Utility, and Channel Choice. Journal of Interactive Marketing, 19, 12-30. http://dx.doi.org/10.1002/dir.20032

has been cited by the following article:

• TITLE: Uncovering Executive Prioritization: Evaluating Customer Value Propositions with the Pairwise Comparison Method

  AUTHORS: Mika Yrjölä

  KEYWORDS: Customer Value, Customer Value Proposition, Pairwise Comparison Method, Strategic Decision Making

  JOURNAL NAME: Journal of Service Science and Management, Vol.8 No.1, January 21, 2015

  ABSTRACT: Creating customer value is a managerial priority. The role of executives is to choose what type(s) of customer value to propose to customers in the form of a customer value proposition (CVP). The decision is a complex one, because executives have to compare and weigh concrete, measurable elements alongside abstract, subjective ones. The purpose of this paper is to identify themes relating to the use of the pairwise comparison method (PCM) as a tool for prioritizing customer value dimensions from the perspective of retail executives. As a result, this paper first highlights examples of PCM outputs, and second, identifies four themes that capture executive views of the PCM.