顧客価値の管理モデル：品質、顧客サービスと適正価格 Managing Customer Value : Essentials of Product Quality, Customer Service, and Price Decisions

Dodds, Bill

University Press of America（2003/08発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 356 p.
• 言語 ENG
• 商品コード 9780761826316
• DDC分類 658.8

基本説明

Explores numerous mathematical models that demonstrate the interrelated working of cost, demand and competition.

Full Description

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.

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