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Superior Customer Value in the New Economy Concepts and Cases 2nd Edition by William Johnson, Art Weinstein 9781574443561 1574443569

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Superior Customer Value in the New Economy Concepts and Cases Second Edition William C. Johnson Digital Instant Download

Author(s): William C. Johnson, Art Weinstein
ISBN(s): 9781574443561, 1574443569
Edition: 2
File Details: PDF, 2.45 MB
Year: 2004
Language: english
SKU: EB-1800558 Category: Tags: ,

Superior Customer Value in the New Economy Concepts and Cases 2nd Edition by William Johnson, Art Weinstein – Ebook PDF Instant Download/Delivery: 9781574443561, 1574443569

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Product details:

ISBN 10: 1574443569

ISBN 13: 9781574443561

Author: William C. Johnson, Art Weinstein

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.

Table of contents:

Part I: Customer Value — The Building Blocks

  • Chapter 1: Customers Want Top Value

  • Chapter 2: Being Customer Oriented

  • Chapter 3: Process and Customer Value

Part II: Creating Value through Services and E-Commerce

  • Chapter 4: The Service Sector and the New Economy

  • Chapter 5: Defining and Managing Service Quality

  • Chapter 6: Managing e-Service Quality

Part III: Planning and Implementing a Winning Value Proposition

  • Chapter 7: Defining and Refining the Value Proposition

  • Chapter 8: Communicating Value through Price

  • Chapter 9: Strategies for Adding and Promoting Value

Part IV: Delivering Long-Term Superior Value to Customers

  • Chapter 10: Maximizing Value through Retention Marketing

  • Chapter 11: Creating Value through Customer and Supplier Relationships

Part V: Customer Value Cases: A Primer and Questions for Analysis

  • Chapter 12: Boston Market — Process Flow Outcomes

  • Chapter 13: Delicato Family Winery — Building and Communicating Value

  • Chapter 14: Dow Corning — Customer Value and Segmentation

  • Chapter 15: Edward Jones — Managing Customer Relationships

  • Chapter 16: FedEx Corporation — A Customer Value Funnel Assessment

  • Chapter 17: The Grateful Dead — Creating Deadheads by Providing Drop-Dead Customer Service

  • Chapter 18: Harrah’s Entertainment, Inc. — Loyalty Management

  • Chapter 19: “Herding Cats” across the Supply Chain

  • Chapter 20: JetBlue Airways — Adding Value

  • Chapter 21: Lexmark International — Creating New Market Space

  • Chapter 22: Nantucket Nectars — Perceived Quality

  • Chapter 23: Rubbermaid — Market Orientation

  • Chapter 24: Office Depot® Goes Online — e-Service Quality

  • Chapter 25: Pizza Hut® — A Customer Loyalty Program

  • Chapter 26: Publix Super Markets, Inc. — Achieving Customer Intimacy

  • Chapter 27: StatePride Industrial Laundry — Value Chain Analysis

  • Chapter 28: Time Insurance — A Study of Process Quality Improvement

  • Chapter 29: Walgreens — Customer Orientation

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Tags: William Johnson, Art Weinstein, Superior, Economy