Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management) - Softcover

Woodruff, Robert B.; Gardial, Sarah F.

  • 3.62 out of 5 stars
    8 ratings by Goodreads
 
9781557865533: Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management)
Softcover
ISBN 10: 1557865531 ISBN 13: 9781557865533
Publisher: Wiley, 1996

Synopsis

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.

"synopsis" may belong to another edition of this title.

About the Author

Dr. Woodruff is Distinguished Professor of Marketing at the University of Tennessee. He has published four books and over 40 articles on such topics as marketing management, market opportunity analyses, customer value and satisfaction, and consumer behaviour. Dr. Woodruff has worked with more than 20 organizations to help them with marketing planning, market analysis, and customer value and satisfaction measurement activities. He is also a speaker in management development programs.

Dr. Gardials research interests are in the areas of customer value and satisfaction, situational influences in the buying and choice process, information processing, and consumer/salesperson interactions. She is an instructor in the executive training institutes conducted through the Management Development Center at the University of Tennessee, Knoxville. She has published articles from her research in journals such as the Journal of Consumer Research, Journal of Advertising, Marketing Letters, and the Journal of Satisfaction, Dissatisfaction and Complaining Behaviour.

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.

From the Inside Flap

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.

"About this title" may belong to another edition of this title.

Publisher
Wiley
Publication date
1996
Language
English
ISBN 10 
1557865531
ISBN 13 
9781557865533
Binding
Paperback
Edition number
1
Number of pages
358
Rating
  • 3.62 out of 5 stars
    8 ratings by Goodreads