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

by Bill Dodds

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:	University Press of America
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