Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications

Abstract

Customers Want Top ValueBecoming Customer OrientedProcess and Customer ValueDefining and Refining the Value PropositionDefining and Managing Service QualityCommunicating Value Through PriceStrategies for Adding and Communicating ValueMaximizing Value Through Retention MarketingKeeping Customers Through Relationship MarketingCasesAAA Motor Club - Responding to ChangeEthyl Corporation - Becoming Customer - OrientedGlaxo Wellcome, Inc. - Internal Marketing Leads to Customer ResponsivenessGrateful Dead - Customer Loyalty and Service QualityHarrah's Casino's - Brand BuildingInternational Food Ingredients Supplier - Customer Value AnalysisLarry Bird's Home Court - Brand RepositioningMotorola - Supply Chain ManagementNantucket Nectars - Perceived QualityNational Association of Small Business Owners - Customer RetentionPar Value - Enhancing Customer ValuePizza Hut - A Customer Loyalty ProgramPublix Supermarkets - Customer IntimacyRubbermaid - Market OrientationState Pride Industrial Laundry - Value Chain AnalysisSouthwest Airlines - Value Added ServicesTeleplaza, Inc. - DifferentiationTime Insurance - A Study of Process Quality Improvement

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