Designing and Delivering Superior Customer Value : Concepts, Cases, and Applications book cover
1st Edition

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

ISBN 9780367230197
Published November 23, 2020 by CRC Press
400 Pages

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Book Description

First Published in 1999: This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).

Table of Contents

Part 1: Customer Value Concepts  1. Customers Want Top Value  2. Being Customer Oriented  3. Process and Customer Value  4. Defining and Refining the Value Proposition  5. Defining and Managing Service Quality  6. Communicating Value Through Price  7. Strategies for Adding and Promoting Value  8. Maximizing Value Through Retention Marketing  9. Creating Value Through Customer and Supplier Relationships  Part 2: Customer Value Cases  Case 1. AAA Motor Club - Responding to Change  Case 2. Ethyl Corporation - Becoming Customer – Oriented  Case 3. Glaxo Wellcome, Inc. - Internal Marketing Leads to Customer Responsiveness  Case 4. The Grateful Dead - Customer Loyalty and Service Quality  Case 5. Harrah's Casino's - Brand Building  Case 6. International Food Ingredients Supplier - Customer Value Analysis  Case 7. Larry Bird's Home Court - Brand Repositioning  Case 8. Motorola - Supply Chain Management  Case 9. Nantucket Nectars - Perceived Quality  Case 10. National Association of Small Business Owners - Customer Retention  Case 11. Par Value - Enhancing Customer Value  Case 12. Pizza Hut - A Customer Loyalty Program  Case 13. Publix Supermarkets - Customer Intimacy  Case 14. Rubbermaid - Market Orientation  Case 15. The U.S. Newspaper Industry – Changing Markets  Case 16. State Pride Industrial Laundry - Value Chain Analysis  Case 17. Southwest Airlines - Value Added Services  Case 18. Teleplaza, Inc. - Differentiation  Case 19. Time Insurance - A Study of Process Quality Improvement  Part 3: Customer Value Applications  Part 4: Customer Value Abstracts  Part 5: Customer Value Assessment Tool (CVATTM )

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Art Weinstein is a professor of marketing in the Huizenga School of Business and Entrepreneurship at Nova Southeastern University, Fort Lauderdale. He earned his Ph.D. in 1991 from Florida International University. Dr. Weinstein is the author of The Handbook of Market Segmentation, 3rd Edition and Defining Your Market, as well as more than 70 scholarly articles and papers on customer-focused topics and marketing strategy issues. He was the founder and editor of the Journal of Segmentation in Marketing. Dr. Weinstein has consulted for many high-tech and service firms.