Title: Expectations-to-value: connecting customers with business offerings

Authors: John R. Hamilton; Singwhat Tee

Addresses: Division of Tropical Environments and Societies, College of Business Law and Governance, James Cook University, Cairns, QLD., 4870, Australia ' Division of Tropical Environments and Societies, College of Business Law and Governance, James Cook University, Cairns, QLD., 4870, Australia

Abstract: The literature developed expectations-to-value relationship is tested across the national pharmacy industry. The resultant expectations-to-value model delineates significant network paths - that can then be considered for value deliverance optimisation. This structural equation modelling (SEM) study shows the customer's prior expectations (measured as intentions and extensions) drive a network of value deliverance networks that are developing conjointly as each customer is acquiring their performance-related, servicing-related and emotive satisfier related dimensions of value.

Keywords: prior expectations; value deliverance; customer connection; business performance; emotive satisfiers; servicing; expectations-to-value relationship; national pharmacy industry; network paths; optimisation; structural equation modelling; SEM; customer expectations; pharmacies.

DOI: 10.1504/IJIMA.2015.070716

International Journal of Internet Marketing and Advertising, 2015 Vol.9 No.2, pp.121 - 140

Available online: 20 Jul 2015

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