Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions [Paperback]

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.William B. Doddsis Professor of Marketing, Fort Lewis College, Colorado.

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