How does manufacturing service perceived value influence customer satisfaction? An investigation of global semiconductor industry

Customer satisfaction is an important strategic performance which is influenced by service experience and perceived value. This study proposed a model to postulate, and statistically test, the relationship between value drivers and customers’ perceived value of semiconductor manufacturing services, and the impact of perceived value on customer satisfaction. The research results showed that perceived value and value drivers are significantly different among services. Line services have a more significant influence on customer satisfaction than support services. Customer firm type and geographical location have a significant influence on value perception and preference, and on the relationship between service value and customer satisfaction. This study suggests that semiconductor manufacturing service providers should deliver right value proposition to enhance satisfaction for different customer firm types in varying regions, and design customised service portfolios with various value foci to differentiate them and gain a competitive advantage.

[1]  David C. Mowery,et al.  e-Business and Disintegration of the Semiconductor Industry Value Chain , 2002 .

[2]  William B. Dodds,et al.  Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations , 1991 .

[3]  A. Khalifa.  Customer value: a review of recent literature and an integrative configuration , 2004 .

[4]  Stephen L. Vargo,et al.  Service-dominant logic: continuing the evolution , 2008 .

[5]  Stephen L. Vargo,et al.  The Four Service Marketing Myths , 2004 .

[6]  Stephen W. Brown,et al.  Forming Successful Business-to-Business Services in Goods-Dominant Firms , 2005 .

[7]  Timothy D. Fry,et al.  A Service‐oriented Manufacturing Strategy , 1994 .

[8]  M. Tushman,et al.  Ambidextrous Organizations: Managing Evolutionary and Revolutionary Change , 1996 .

[9]  Scott E. Sampson,et al.  Foundations and Implications of a Proposed Unified Services Theory , 2006 .

[10]  Zhilin Yang,et al.  Customer perceived value, satisfaction, and loyalty: The role of switching costs , 2004 .

[11]  Kirk Monteverde.  Technical dialog as an incentive for vertical integration in the semiconductor industry , 1995 .

[12]  Ulrike de Brentani,et al.  Developing new business-to-business professional services: What factors impact performance? , 1996 .

[13]  M. Laroche,et al.  A Three-Dimensional Scale of Intangibility , 2001 .

[14]  J. Sheth,et al.  Implications of the Revised Definition of Marketing: From Exchange to Value Creation , 2007 .

[15]  Donald R. Cooper,et al.  Business Research Methods , 1980 .

[16]  C. Mouli,et al.  Future Fab , 2007, IEEE Spectrum.

[17]  Donald R. Lichtenstein,et al.  Contextual Influences on Perceptions of Merchant-Supplied Reference Prices , 1989 .

[18]  C. Lovelock,et al.  Managing services : marketing, operations, and human resources , 1988 .

[19]  Jeffrey T. Macher.  Technological Development and the Boundaries of the Firm: A Knowledge-Based Examination in Semiconductor Manufacturing , 2006, Manag. Sci..

[20]  Keith A. Richards,et al.  Customer relationship management: Finding value drivers , 2008 .

[21]  J. Hoseason.  Pricing: Making Profitable Decisions , 2003 .

[22]  J. Rowley,et al.  Customer-perceived value in business-to-business relationships: A study of software customers , 2012 .

[23]  Michael Ehret,et al.  Managing the trade-off between relationships and value networks. Towards a value-based approach of customer relationship management in business-to-business markets , 2004 .

[24]  Wolfgang Ulaga,et al.  Measuring Customer- Perceived Value in Business Markets A Prerequisite for Marketing Strategy Development and Implementation , 2001 .

[25]  Venkatesh Shankar,et al.  Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context , 2004 .

[26]  Aleda V. Roth,et al.  Antecedents of New Service Development Effectiveness , 2000 .

[27]  Sridhar Seshadri,et al.  Fabless-foundry partnership: models and analysis of coordination issues , 1999 .

[28]  L. Araujo,et al.  Service, services and products: rethinking operations strategy , 2009 .

[29]  C. Storey,et al.  The Impact of the New Product Development Project on the Success of Financial Services , 1993 .

[30]  Andreas Eggert,et al.  Customer perceived value: a substitute for satisfaction in business markets? , 2002 .

[31]  V. Zeithaml.  Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence: , 1988 .

[32]  P. Boksberger,et al.  Perceived value: a critical examination of definitions, concepts and measures for the service industry , 2011 .

[33]  Stephen L. Vargo,et al.  Toward a conceptual foundation for service science: Contributions from service-dominant logic , 2008, IBM Syst. J..

[34]  C. Chou.  Service offering, perceived value and value driver in semiconductor foundry industry: An exploratory study , 2009, 2009 IEEE International Conference on Industrial Engineering and Engineering Management.

[35]  Andreas Eggert,et al.  Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status , 2006 .

[36]  T. Rickards.  The organization of innovation in services , 1998 .

[37]  M. F. Luce,et al.  Constructive Consumer Choice Processes , 1998 .

[38]  J. Hair.  Multivariate data analysis : a global perspective , 2010 .

[39]  Pentti Järvi,et al.  Impact of service quality dimensions on the formation of customer value in B to B services , 2013 .

[40]  Qiang Tu,et al.  Measuring Modularity-Based Manufacturing Practices and Their Impact on Mass Customization Capability: A Customer-Driven Perspective , 2004, Decis. Sci..

[41]  Deborah L. Kellogg,et al.  HOW PROFESSORS OF OPERATIONS MANAGEMENT VIEW SERVICE OPERATIONS? , 1999 .

[42]  Carmen Barroso Castro,et al.  Developing an integrated vision of customer value , 2013 .

[43]  Stephen S. Tax,et al.  Designing and implementing new services: The challenges of integrating service systems , 1997 .