First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness,

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-b

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, re

There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies tha

Advances theory and offers tools for measuring value dimensions and strength. This work focuses on advancing value theory, research and strategy in business-to-