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

Designing and Delivering Superior Customer Value

Concepts, Cases, and Applications, 1st Edition

By Art Weinstein, William C. Johnson

CRC Press

388 pages

Purchasing Options:$ = USD
Hardback: 9780367230180
pub: 2019-05-23
SAVE ~$39.80

FREE Standard Shipping!


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 )

About the Authors

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.

About the Series

Routledge Revivals

Are there elusive titles that you need and have been trying to source for years but thought that you would never be able to find?

Well this may be the end of your quest – here is a fantastic opportunity for you to discover past brilliance and purchase previously out of print and unavailable titles by some of the world’s most eminent academic scholars.

Drawing from over 100 years of innovative, cutting-edge publishing, Routledge Revivals is an exciting programme whereby key titles from the distinguished and extensive backlist of the many acclaimed imprints associated with Routledge will be re-issued.

The programme draws upon the illustrious backlists of Kegan Paul, Trench & Trubner, Routledge & Kegan Paul, Methuen, Allen & Unwin and Routledge itself.

Routledge Revivals spans the whole of the Humanities and Social Sciences, and includes works by some of the world’s greatest thinkers including Emile Durkheim, Max Weber, Simone Weil, Martin Buber, Karl Jaspers and Max Beloff.

If you are interested in Revivals in the Behavioral Sciences, please visit

Learn more…

Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Customer Relations
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Sales & Selling