Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction / Edition 1

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Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.

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"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.
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Product Details

  • ISBN-13: 9781557865533
  • Publisher: Wiley
  • Publication date: 6/10/1996
  • Series: Total Quality Management Series
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 360
  • Product dimensions: 8.50 (w) x 5.50 (h) x 0.74 (d)

Meet the Author

Dr. Woodruff is Distinguished Professor of Marketing at theUniversity of Tennessee. He has published four books and over 40articles on such topics as marketing management, market opportunityanalyses, customer value and satisfaction, and consumer behaviour.Dr. Woodruff has worked with more than 20 organizations to helpthem with marketing planning, market analysis, and customer valueand satisfaction measurement activities. He is also a speaker inmanagement development programs.

Dr. Gardials research interests are in the areas ofcustomer value and satisfaction, situational influences in thebuying and choice process, information processing, andconsumer/salesperson interactions. She is an instructor in theexecutive training institutes conducted through the ManagementDevelopment Center at the University of Tennessee, Knoxville. Shehas published articles from her research in journals such as theJournal of Consumer Research, Journal of Advertising, MarketingLetters, and the Journal of Satisfaction, Dissatisfactionand Complaining Behaviour.

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Table of Contents


Part I: Building a Competitive Advantage by Knowing YourCustomer:.

1. Achieving a Competitive Advantage Through Customer ValueDelivery Strategies.

2. Customer Value in Market Opportunity Analysis Processes.

Part II: Learning About Customer Value andSatisfaction:.

3. A New Perspective on Customer Value.

4. Linking Customer Value to Customer Satisfaction.

5. Know Your Customer Through Customer Value Determination.

6. How Customer Value Determination Improves BusinessDecisions.

Part III: Customer Value Determination Techniques:.

7. Measuring Customer Value.

8. Analyzing Customer Value Data.

9. Measuring Customer Satisfaction.

10. Analyzing Customer Satisfaction Data.

11. Predicting Customer Value Change.

Appendix I: The Coding Process.

Appendix II: Identifying Strategically Important Customer ValueDimensions.

Appendix III: Customer Value Change Forecasting Techniques.


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