Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions / Edition 356

Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions / Edition 356

by Bill Dodds
     
 

ISBN-10: 0761826319

ISBN-13: 9780761826316

Pub. Date: 08/25/2003

Publisher: UPA

This book explores the three dimensions of value, product quality, customer service and price within the constraints of cost, demand and competition to formulate a strategic framework for competing in today's cutthroat marketplace where better quality, superior customer service and lower prices are the norm. There are numerous mathematical models that demonstrate

Overview

This book explores the three dimensions of value, product quality, customer service and price within the constraints of cost, demand and competition to formulate a strategic framework for competing in today's cutthroat marketplace where better quality, superior customer service and lower prices are the norm. There are numerous mathematical models that demonstrate in a spreadsheet the interrelated workings of cost, demand and competition.

Product Details

ISBN-13:
9780761826316
Publisher:
UPA
Publication date:
08/25/2003
Pages:
356
Product dimensions:
6.20(w) x 8.82(h) x 1.01(d)

Table of Contents

Chapter 1 Preface Chapter 2 The Value Package: The Product Quality, Customer Service and Price Link Chapter 3 Product and Service Quality Chapter 4 Customer Service Chapter 5 Price Chapter 6 Cost Factors for Value Decisions Chapter 7 Demand Factors for Value Decisions: An Economic Perspective Chapter 8 Demand Factors for Value Decisions: A Consumer Behavioral Perspective Chapter 9 Competition Factors for Value Decisions Chapter 10 Value Strategies Chapter 11 Making Profitable Value Decisions Chapter 12 Appendix: Cases and Critical Incidents in Managing Customer Value Chapter 13 About the Author

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