Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia
In the Cardiac Rhythm Management (CRM) industry in Malaysia, customer value is derived from multiple touch points between the electrophysiologist (EP) and the industry employed allied professional (IEAP). Due to the hybrid nature of the product service elements of this business-to-business (B2B) int...
| Main Author: | |
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2013
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| Online Access: | https://eprints.nottingham.ac.uk/26286/ |
| _version_ | 1848793145335087104 |
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| author | Lee, Augustin Kuan Lock |
| author_facet | Lee, Augustin Kuan Lock |
| author_sort | Lee, Augustin Kuan Lock |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | In the Cardiac Rhythm Management (CRM) industry in Malaysia, customer value is derived from multiple touch points between the electrophysiologist (EP) and the industry employed allied professional (IEAP). Due to the hybrid nature of the product service elements of this business-to-business (B2B) interaction, according to industry assumptions, value to the customer is created along several dimensions such as product quality, service support and price. Customer value has been linked to customer satisfaction and competitive advantage and deserves important management consideration (Saeed 2005, Woodhall 2003, Woodruff 1997). Therefore, this paper aims to uncover what constitutes customer value in this industry and which of these factors is more important than others. Ulaga and Eggert 2006 customer value relationship framework with its constructs such as product quality, delivery performance, service support, personal interaction, supplier know how, relationship value and direct cost / price, was the dominant model for this paper. Other pertinent value constructs for this research such as social benefits, confidence benefits and switching cost were also included. The survey questionnaire was emailed to all cardiologists who offered CRM services to their patients and response rate was 54%. Product quality, direct cost / price and service support were identified as the most value creating dimensions of this relationship while social benefits and switching cost were ranked at the bottom. The implication of these results is industry players should continue to allocate resources in these value creation dimensions in order to differentiate itself to attain key supplier status. |
| first_indexed | 2025-11-14T18:55:39Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-26286 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:55:39Z |
| publishDate | 2013 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-262862017-10-19T13:21:17Z https://eprints.nottingham.ac.uk/26286/ Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia Lee, Augustin Kuan Lock In the Cardiac Rhythm Management (CRM) industry in Malaysia, customer value is derived from multiple touch points between the electrophysiologist (EP) and the industry employed allied professional (IEAP). Due to the hybrid nature of the product service elements of this business-to-business (B2B) interaction, according to industry assumptions, value to the customer is created along several dimensions such as product quality, service support and price. Customer value has been linked to customer satisfaction and competitive advantage and deserves important management consideration (Saeed 2005, Woodhall 2003, Woodruff 1997). Therefore, this paper aims to uncover what constitutes customer value in this industry and which of these factors is more important than others. Ulaga and Eggert 2006 customer value relationship framework with its constructs such as product quality, delivery performance, service support, personal interaction, supplier know how, relationship value and direct cost / price, was the dominant model for this paper. Other pertinent value constructs for this research such as social benefits, confidence benefits and switching cost were also included. The survey questionnaire was emailed to all cardiologists who offered CRM services to their patients and response rate was 54%. Product quality, direct cost / price and service support were identified as the most value creating dimensions of this relationship while social benefits and switching cost were ranked at the bottom. The implication of these results is industry players should continue to allocate resources in these value creation dimensions in order to differentiate itself to attain key supplier status. 2013 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/26286/1/AugustinLeeKuanLock.pdf Lee, Augustin Kuan Lock (2013) Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia. [Dissertation (University of Nottingham only)] (Unpublished) |
| spellingShingle | Lee, Augustin Kuan Lock Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title | Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title_full | Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title_fullStr | Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title_full_unstemmed | Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title_short | Uncovering Customer Value in the Cardiac Rhythm Management Industry in Malaysia |
| title_sort | uncovering customer value in the cardiac rhythm management industry in malaysia |
| url | https://eprints.nottingham.ac.uk/26286/ |