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

Paperback

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Overview

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

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)

About the Author

William B. Dodds is Professor of Marketing, Fort Lewis College, Colorado.

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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