Authors: William C. Johnson, Art Weinstein
ISBN-13: 9781574443561, ISBN-10: 1574443569
Format: Hardcover
Publisher: Taylor & Francis, Inc.
Date Published: January 2004
Edition: 2nd Edition
Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations.
Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.
Pt. I | Customer value - the building blocks | |
1 | Customers want top value | 3 |
2 | Being customer oriented | 17 |
3 | Process and customer value | 33 |
Pt. II | Creating value through services and e-commerce | |
4 | The service sector and the new economy | 61 |
5 | Defining and managing service quality | 75 |
6 | Managing e-service quality | 101 |
Pt. III | Planning and implementing a winning value proposition | |
7 | Defining and refining the value proposition | 117 |
8 | Communicating value through price | 139 |
9 | Strategies for adding and promoting value | 163 |
Pt. IV | Delivering long-term superior value to customers | |
10 | Maximizing value through retention marketing | 183 |
11 | Creating value through customer and supplier relationships | 201 |
Pt. V | Customer value cases : a primer and questions for analysis | |
Case 1 | Boston market - process flow outcomes | 233 |
Case 2 | Delicato Family Winery - building and communicating value | 241 |
Case 3 | Dow Corning - customer value and segmentation | 261 |
Case 4 | Edward Jones - managing customer relationships | 275 |
Case 5 | FedEx corporation - a customer value funnel assessment | 281 |
Case 6 | The Grateful Dead - creating Deadheads by providing drop-dead customer service | 289 |
Case 7 | Harrah's Entertainment, Inc. - loyalty management | 297 |
Case 8 | "Herding cats" across the supply chain | 305 |
Case 9 | JetBlue Airways - adding value | 315 |
Case 10 | Lexmark International - creating new market space | 327 |
Case 11 | Nantucket Nectars - perceived quality | 335 |
Case 12 | Rubbermaid - market orientation | 347 |
Case 13 | Office Depot goes online - e-service quality | 357 |
Case 14 | Pizza Hut - a customer loyalty program | 365 |
Case 15 | Publix Super Markets, Inc. - achieving customer intimacy | 375 |
Case 16 | StatePride Industrial Laundry - value chain analysis | 393 |
Case 17 | Time Insurance - a study of process quality improvement | 401 |
Case 18 | Walgreens - customer orientation | 407 |