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http://dx.doi.org/10.7545/ajip.2014.3.2.245

Indicators of Customer Value for the National Technology Information Service  

Lee, Sun-Young (Marketing Management, Gumi University)
Suh, Sang-Hyuk (Hoseo University)
Lee, Byeong-Hee (Korea Institute of Science and Technology Information)
Publication Information
Asian Journal of Innovation and Policy / v.3, no.2, 2014 , pp. 245-261 More about this Journal
Abstract
Knowledge, technology and information have special characteristics different from the ones of normal consumer products and services. Especially the value of such information varies according to external elements such as the provided environment, their method of utilization, and the level and purpose, etc. of the user. In this study, the indicators of information customer value are developed and measured to enhance customer-based values with efforts for making new customers and maintaining existing customers. The result is as follows: 14 customer value indicators were developed. Among the indicators, value gained versus effort, reduced time for research idea investigation and savings in time searching for equipment, and tools and materials got the highest score, which means that time-saving effects were the most important. The field study of this paper was conducted from information users in the field of national R&D, and thus future studies could be conducted in various industries in many countries to attain generalized results.
Keywords
Information customer value; information marketing; R&D information service; information quality; information service efficiency;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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