Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.
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"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.
From the Back Cover
To meet increasing competition and the increasing demands of customers, Woodruff and Gardial argue that businesses must redesign and improve information processes to help managers learn about customers and markets, and these processes must be linked to key customer value dimensions.
Know Your Customer incorporates newer approaches to customer value measurement into an new, integrated information process called customer value determination, basing satisfaction measurement on the concept of value. Every step of customer value determination is discussed in depth, with guides to both qualitative and quantitative measurement techniques. The book also discusses applications of customer value determination to decisions across the entire organization, ranging from strategic to tactical.
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Most Helpful Customer Reviews
9 of 10 people found the following review helpful:
1.0 out of 5 stars
Would help if authors updated their work,
By A Customer
This review is from: Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management) (Paperback)
Many of the authors' examples are a decade or so old. The theory and implications in the light of new findings have not been updated in over a decade. Tie into this a lack-lustre style and you have a book you can safely leave out of consideration -- except it seems in Knoxville, TN, where the authors teach (and the students buy?)
7 of 8 people found the following review helpful:
1.0 out of 5 stars
Garbage!,
By A Customer
This review is from: Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management) (Paperback)
Not updated in years. Tedious reading from a couple of academics with obviously little knowledge of business. Pass on this one!
7 of 8 people found the following review helpful:
1.0 out of 5 stars
Dated,
By A Customer
This review is from: Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management) (Paperback)
Few new insights. Extremely dated. Reads like an old, rehashed Marketing textbook.
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Inside This Book
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First Sentence:
Baxter Healthcare Corporation, a subsidiary of Baxter International, is a major player in the medical products industry. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer value determination process, customer value change, luxury boat manufacturer, use situation requirements, value change force, customer value orientation, value delivery strategies, customer value data, customer value research, customer value measurement, important value dimensions, value delivery strategy, major coding categories, measuring customer value, customer value information, major coding category, customer value hierarchy, particular value dimension, sample coding scheme, higher order consequences, diagnosis analyses, satisfaction survey questionnaires, different value dimensions, macroenvironmental forces, satisfaction survey data Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Journal of Marketing, Business Week, Marketing News, United States, Harvard Business Review, Journal of Consumer Satisfaction, American Marketing Association, Wall Street Journal, Sandy Corporation, Sarah Fisher, The Conference Board, Creating Customer Satisfaction, Federal Express, General Motors, Journal of Advertising Research, Journal of Consumer Research, Laddering Theory, Scott Clemons, Mary Jane Bums, University of Tennessee, Andersen Consulting, Business Profitability, Marketing Science, Michael Porter New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Baxter Healthcare Corporation, a subsidiary of Baxter International, is a major player in the medical products industry. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer value determination process, customer value change, luxury boat manufacturer, use situation requirements, value change force, customer value orientation, value delivery strategies, customer value data, customer value research, customer value measurement, important value dimensions, value delivery strategy, major coding categories, measuring customer value, customer value information, major coding category, customer value hierarchy, particular value dimension, sample coding scheme, higher order consequences, diagnosis analyses, satisfaction survey questionnaires, different value dimensions, macroenvironmental forces, satisfaction survey data Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Journal of Marketing, Business Week, Marketing News, United States, Harvard Business Review, Journal of Consumer Satisfaction, American Marketing Association, Wall Street Journal, Sandy Corporation, Sarah Fisher, The Conference Board, Creating Customer Satisfaction, Federal Express, General Motors, Journal of Advertising Research, Journal of Consumer Research, Laddering Theory, Scott Clemons, Mary Jane Bums, University of Tennessee, Andersen Consulting, Business Profitability, Marketing Science, Michael Porter New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 38
books:
See all 38 books this book cites
8
books
cite this book:
See all 8 books citing this book
- Marketing Research by A. Parasuraman on page 250, and Back Matter
- Competing for the Future by Harvard Business School Press on page 47, and page 300
- Perceived Quality: How Consumers View Stores and Merchandise (The Advances in retailing series) by Jacob Jacoby on page 81, and page 82
- Marketing Research Im by CHURCHILL on page 103, and page 249
- The Voice of the Customer (Report No 92-106) by Abbie Griffin on page 126, and page 190
See all 38 books this book cites
- Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research) by Morris Holbrook in Front Matter, and page 62
- Consumer Value: A Framework for Analysis and Research (Routledge Interpretive Market Research Series) by Morris Holbrook in Front Matter, and page 62
- Kundenwert: Grundlagen - Innovative Konzepte - Praktische Umsetzungen (German Edition) by Bernd Günter on page 59
- Preparing Participants for Intergenerational Interaction: Training for Success by Melissa Hawkins in Back Matter
- Breakthrough Performance: Accelerating the Transformation of Health Care Organizations by Ellen J. Gaucher in Back Matter
See all 8 books citing this book
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