Creating Customer Value In A Service Dominant Environment
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Creating Customer Value In A Service Dominant Environment
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Author : Thilo Kiefer
language : en
Publisher: GRIN Verlag
Release Date : 2013-05-10
Creating Customer Value In A Service Dominant Environment written by Thilo Kiefer and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-05-10 with Business & Economics categories.
Master's Thesis from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, German Graduate School of Management and Law gGmbH, language: English, abstract: Dynamic capabilities and their impact on a firm’s performance are both topics that are gaining increasing attention in business literature and in practice. The concept of dynamic capabilities refers to organizational features or practices that a firm has developed to cope with a changing and uncertain market environment in a better way than its competitors and consequently sustain its competitive advantage. This book contributes to theory and practice in several domains. Drawing on the literature about customer value, service-dominant logic and dynamic capabilities, it investigates how the absorptive capacity approach can be used to (co-)create customer value in order to achieve sustainable competitive advantage in a service-dominant environment. The book provides guidance to practitioners by building up a framework that reflects how absorptive capacity can be used to co-create value in a B2B relationship. The case of the fictional company TurboIT, an SAP service and solution provider, illustrates the practical application of this concept.
Superior Customer Value
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Author : Art Weinstein
language : en
Publisher: Routledge
Release Date : 2018-12-07
Superior Customer Value written by Art Weinstein and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-07 with Business & Economics categories.
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Managing Customer Value
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Author : Bradley Gale
language : en
Publisher: Simon and Schuster
Release Date : 1994-03-28
Managing Customer Value written by Bradley Gale and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994-03-28 with Business & Economics categories.
Argues that companies that offer what their customers consider superior quality products and services will be most successful, and provides advice on reaching that end
Creating Customer Value
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Author : Earl Naumann
language : en
Publisher: Thomson South-Western
Release Date : 1995
Creating Customer Value written by Earl Naumann and has been published by Thomson South-Western this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
In this strategic, thought-provoking book, Naumann reveals that the key success factor for every business--manufacturing, service, or retail--is the ability to maximize customer value. An excellent resource for middle managers, senior managers, and trainers in any corporation whose goal is to achieve sustainable competitive advantage.
Co Creating Value With Stakeholders
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Author : Rui da Silva
language : en
Publisher:
Release Date : 2015
Co Creating Value With Stakeholders written by Rui da Silva and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with categories.
The macro-environment surrounding individuals and organizations has changed so dramatically over the last couple of decades, that there is a widespread feeling among the researcher community in the Marketing area, that theories, up until now held to be unquestionable universal truths, need to be revisited, in order for better explanations and predictions to be found of underlying marketing phenomena and realities. Service-Dominant Logic is an example of one such theories, one that has emerged as a new school of thought in direct response to a new set of needs and questions that have proved to require better answers. Albeit having grown in popularity among researchers from different origins, Service-Dominant Logic is not a closed theory and alternative approaches need to be contributed. The aim of this article is to apply key propositions from Stakeholder Theory on the existing Service-Dominant Logic mindset in order to provide useful insights for the development of a new and improved paradigm in the realm of Service-Dominant Logic.
Creating And Managing Superior Customer Value
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Author : Arch G. Woodside
language : en
Publisher: Emerald Group Publishing
Release Date : 2008-11-01
Creating And Managing Superior Customer Value written by Arch G. Woodside and has been published by Emerald Group Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-11-01 with Business & Economics categories.
Advances theory and offers tools for measuring value dimensions and strength. This work focuses on advancing value theory, research and strategy in business-to-business contexts. It is suitable for improving thinking, decisions, and actions relating to the creation, marketing, and purchasing of superior value in products and services.
Values Based Service For Sustainable Business
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Author : Bo Edvardsson
language : en
Publisher: Routledge
Release Date : 2008-10-31
Values Based Service For Sustainable Business written by Bo Edvardsson and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-10-31 with Business & Economics categories.
This is the first book on the role of values in developing and managing service companies, emphasizing sustainable business. The authors examine the role of values in forming a service culture which creates customer value.
The Sage Handbook Of Service Dominant Logic
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Author : Stephen L. Vargo
language : en
Publisher: SAGE
Release Date : 2018-10-08
The Sage Handbook Of Service Dominant Logic written by Stephen L. Vargo and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-10-08 with Business & Economics categories.
Service-Dominant Logic presents a major paradigm shift in thinking about value creation and markets, moving from a ‘goods/product’ logic to a logic that treats the process of service provision as the basis of all exchange, both commercial and social. This timely Handbook brings together chapters written by a stellar cast of expert authors from around the globe, arranged around eleven core themes, to provide a comprehensive overview of key issues, developments, debates and potential future directions for this dynamic field of study: Part 1: Introduction and Background Part 2: Value Cocreation Part 3: Service Exchange Part 4: Service Ecosystems Part 5: Institutions and Institutional Arrangements Part 6: Resources and Resource Integration Part 7: Actors and Practices Part 8: Innovation Part 9: Midrange Theory Part 10: Selected Applications Part 11: Reflections and Prospects This Handbook is an essential reference text for scholars, students, consultants and advanced practitioners across a wide range of business & management practices and academic disciplines.
Customer Experience Management For Water Utilities
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Author : Peter Prevos
language : en
Publisher: IWA Publishing
Release Date : 2017-10-15
Customer Experience Management For Water Utilities written by Peter Prevos and has been published by IWA Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-10-15 with Science categories.
Customer Experience Management for Water Utilities presents a practical framework for water utilities to become more focussed on their customers. This framework is founded on Service-Dominant Logic, a contemporary theory of marketing that explains value creation as a process of co-creation between the customer and the service provider. Standard models for marketing do not apply to monopolistic water utilities without modification. The first two chapters develop a marketing mix tailored to water utilities to assist them with providing customer-centric services. The water utility marketing mix includes the value proposition, internal marketing, service quality and customer relationships. he book discusses the four dimensions of the marketing mix. Chapter three presents a template for developing value propositions to assist water utilities in positioning their service. This model is based on the needs and wants of individual customer segments and the type of service. Chapter four discusses internal marketing, activities designed to improve the way utilities add value for customers. This chapter also analyses potential tensions between engineering and science-oriented employees and proposes methods to resolve these tensions. The final chapters describe customer relationships from both a theoretical and practical perspective. The customer experience is a complex phenomenon that is difficult to quantify. The book provides a method to measure the experience of the customer, based on service quality theory and psychometric statistics. Customer Experience Management for Water Utilities is one of the first books that discusses urban water supply from a marketing perspective. This perspective provides a unique insight into an industry which is often dominated by technological concerns. This book is a valuable resource for Water Utility Managers and Regulators, as well as for Marketing Consultants seeking to assist water utilities to become more customer focussed.
Value Creation In B2b Context
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Author : Eric Minear
language : en
Publisher:
Release Date : 2017-05-19
Value Creation In B2b Context written by Eric Minear and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-19 with categories.
The aim of the thesis is to create better understanding about value creation in business-to- business context in a relation to marketing science development. Development of marketing science theory has created a paradigm shift with service- and customer-dominant logic perspectives in the early 2000's and it has caused a debate in value creation thinking. Research design utilizes the service design approach. Research context is in medical technology business and focuses more closely to diabetes supplies business. Target groups for the research are case company representatives and diabetes nurses in public healthcare sector. Value creation thinking was viewed from the perspectives of three dominant logic's of marketing; goods-dominant, service-dominant and customer-dominant. Service design was utilized in planning and executing a holistic approach to research design using the double diamond service design process model and service design toolkit of chosen methods as a base for the project. Medical supplies business represents classical economics marketing logic with provider- and goods-dominant approach to value propositions. Customer base in public healthcare sector typifies the slavish habits in holding on to prevailing structures and practices. That narrows down value creation opportunities for goods- and provider-dominant approach which contradicts to the nature of public healthcare that in essence is a very service- oriented public service. Regional localized structures and practices in public healthcare create very heterogeneous business environment for medical supplies business which can be interpreted so that customer-dominant logic approach would best meet the requirements and individual needs of the market and customers.