The authors review the theory of customer value with the focus on theapplication of means-end theory in customer value analysis. Specifically, theydiscuss its theoretical origin, two general types including ‘the top-down chain’ and ‘the bottom-up chain’, the variation of means-end chain due to different product types, and the application of ‘laddering interview’ in building a means-end chain. The practical implications of the theory are also provided.
厉杰, 张新安, 田澎. 途径-目的理论在顾客价值分析中的应用[J]. J4, 2010, 7(6): 851-.
LI Jie, ZHANG Xin-An, TIAN Peng. The Means-End Theory in Customer Value Analysis. J4, 2010, 7(6): 851-.