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).
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 Quality6. 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 )
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.
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