Chipp, Kerry and Williams, E. Patricia and Lindgreen, Adam (2019) Value-in-acquisition: an institutional view. European Journal of Marketing, 53 (11). pp. 2373-2396. ISSN 0309-0566

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Abstract

Purpose: Adopting the recent incorporation of institutional arrangements as a fifth axiom in the service dominant logic, this empirical study proposes that value might be understood as value-in-acquisition, such that value outcomes result from the acquisition process in which broader social forces shape the exchange process. Design/Method/Approach: This study addresses low-income consumers, for whom societal arrangements strongly determine service interactions. Qualitative interviews reveal service value processes and outcomes for low-income consumers during acquisition processes. Findings: For low-income consumers, inclusion, status, resource access, and emotional relief represent key value outcomes. Important value processes shape those value outcomes, reflecting broader societal arrangements at macro, meso, and micro levels. Marketing constitutes an institutional arrangement that establishes an empowered “consumer” role. Value processes are hindered if consumers sense that their agency in this role is diminished, because marketing interactions give precedence to other social roles. Research limitations/implications: Marketing should be studied as an institutional arrangement that shapes value creation processes during acquisition. Micro-level value processes have important implications for service quality and service value. Value outcomes thus might be designed in the acquisition process, not just for the offering. Originality/value: There is value in the acquisition process, independent of the value embedded in the goods and services.

Item Type:	Article
Additional Information:	This is the preprint version of the published article, which is available at: Chipp, K., Williams, E.P. and Lindgreen, A. (2019), "Value-in-acquisition: an institutional view", European Journal of Marketing, Vol. 53 No. 11, pp. 2373-2396. https://doi.org/10.1108/EJM-11-2017-0910
Keywords:	service value; acquisition process; institutional arrang;ments; low-income consumer; service-dominant logic; value creation processes; value outcomes.
Academic Unit:	Faculty of Social Sciences > School of Business
Item ID:	15004
Identification Number:	https://doi.org/10.1108/EJM-11-2017-0910
Depositing User:	Kerry Chipp
Date Deposited:	10 Nov 2021 17:25
Journal or Publication Title:	European Journal of Marketing
Publisher:	Emerald
Refereed:	Yes
URI:	Publisher
Use Licence:	This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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