The impact of disintermediation on the customer experienced value proposition

Due to the ongoing digitalization process, traditional value networks potentially lose their relative importance. Companies can reach their final consumers in such a way that wholesalers, retailers, or service aspects can be bypassed. This effect is called disintermediation. Disintermediation impacts the customer-experienced value. This customer-experienced value is expressed via the seven value constructs altogether forming a company’s value proposition. This research aims to find out what the impact of disintermediation on every value construct is. This research made clear disintermediation has a mixed effect on the customer experienced value. Based on the seven value constructs, disintermediation results in more customer value experienced on the value constructs of Economy, Efficiency, and Speed. On the value constructs of Emotion and Trust, less customer value is experienced due to disintermediation. Applying disintermediation enables companies to deliver their product and services relatively quickly, easily, and cheaply and all their products and services are distributed with a great accompanying online customer environment and shared experiences.