Managing customer value creating quality and service that customers can see
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| 1. Verfasser: | |
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York [u.a.]
Free Press
1994
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| Online-Zugang: | Inhaltsverzeichnis |
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| 100 | 1 | |a Gale, Bradley T. |e Verfasser |0 (DE-588)170129608 |4 aut | |
| 245 | 1 | 0 | |a Managing customer value |b creating quality and service that customers can see |c Bradley T. Gale |
| 264 | 1 | |a New York [u.a.] |b Free Press |c 1994 | |
| 300 | |a XXII, 424 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Consommateurs - Satisfaction | |
| 650 | 7 | |a Klantenservice |2 gtt | |
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 4 | |a Marketing - Gestion | |
| 650 | 7 | |a Producten |2 gtt | |
| 650 | 4 | |a Qualité des produits - Évaluation | |
| 650 | 4 | |a Consumer satisfaction |x Evaluation | |
| 650 | 4 | |a Marketing |x Management | |
| 650 | 4 | |a Quality of products |x Evaluation | |
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| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
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Datensatz im Suchindex
| _version_ | 1804124108413206528 |
|---|---|
| adam_text | Contents
Preface xi
Acknowledgments xvii
PART ONE
MAKING QUALITY A STRATEGIC WEAPON
1. The Four Steps to Customer Value Management 3
2. Moving Customer Satisfaction from a Slogan
to a Science , 25
PART TWO
ROLE MODELS: COMPANIES THAT DELIVERED
MARKET PERCEIVED QUALITY AND VALUE
3. How Milliken Co. Built a Competitive Powerhouse 57
4. Customer Value Added at AT T:
A Competitive Strategy Milestone 73
5. Communicating the Complex Truth About Cholesterol 97
6. How to Achieve Quality Service 119
viii Contents
PART THREE
MANAGING SOME BIG ISSUES WITH
CUSTOMER VALUE MANAGEMENT
7. Creating Power Brands 153
8. Assessing Competing Technologies and
Nurturing a Long Term Winner 175
PART FOUR
THE TOOLS AND METRICS OF CUSTOMER VALUE ANALYSIS
9. The Seven Tools of Customer Value Analysis 209j
10. Putting the Power of a Whole Organization in a Single
Room: The War Room Wall and Strategic Navigation 241
11. Aligning Your Quality Initiatives with the Goal
of True Customer Value Management 269
PART FIVE
THE PAYOFF FROM PROVIDING
SUPERIOR QUALITY AND VALUE
12. Here s the Proof: Superior Quality Drives
the Bottom Line and Shareholder Value 301
13. Learning from the Malcolm Baldrige
National Quality Award 323
14. Comprehensive Alignment:
Key to True Competitiveness 343
Epilogue 363
Appendix A Malcolm Baldrige National Quality Award:
1994 Award Examination Criteria
and Guidelines 371
Appendix B Why Do Patients Demand a Large Drop
in Total Cholesterol? 398
Contents ix
Appendix C Building Our Store of Case Examples
and Empirical Evidence 401
Appendix D Questionnaire to Aid Benchmarking 403
Notes 407
Index 417
|
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Soziologie Wirtschaftswissenschaften |
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| id | DE-604.BV009761581 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:40:25Z |
| institution | BVB |
| isbn | 0029110459 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006456894 |
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| physical | XXII, 424 S. graph. Darst. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | Free Press |
| record_format | marc |
| spelling | Gale, Bradley T. Verfasser (DE-588)170129608 aut Managing customer value creating quality and service that customers can see Bradley T. Gale New York [u.a.] Free Press 1994 XXII, 424 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Consommateurs - Satisfaction Klantenservice gtt Klantgerichtheid gtt Kwaliteitszorg gtt Marketing - Gestion Producten gtt Qualité des produits - Évaluation Consumer satisfaction Evaluation Marketing Management Quality of products Evaluation Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Qualitätsmanagement (DE-588)4219057-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006456894&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Gale, Bradley T. Managing customer value creating quality and service that customers can see Consommateurs - Satisfaction Klantenservice gtt Klantgerichtheid gtt Kwaliteitszorg gtt Marketing - Gestion Producten gtt Qualité des produits - Évaluation Consumer satisfaction Evaluation Marketing Management Quality of products Evaluation Qualitätsmanagement (DE-588)4219057-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4236865-0 |
| title | Managing customer value creating quality and service that customers can see |
| title_auth | Managing customer value creating quality and service that customers can see |
| title_exact_search | Managing customer value creating quality and service that customers can see |
| title_full | Managing customer value creating quality and service that customers can see Bradley T. Gale |
| title_fullStr | Managing customer value creating quality and service that customers can see Bradley T. Gale |
| title_full_unstemmed | Managing customer value creating quality and service that customers can see Bradley T. Gale |
| title_short | Managing customer value |
| title_sort | managing customer value creating quality and service that customers can see |
| title_sub | creating quality and service that customers can see |
| topic | Consommateurs - Satisfaction Klantenservice gtt Klantgerichtheid gtt Kwaliteitszorg gtt Marketing - Gestion Producten gtt Qualité des produits - Évaluation Consumer satisfaction Evaluation Marketing Management Quality of products Evaluation Qualitätsmanagement (DE-588)4219057-5 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Consommateurs - Satisfaction Klantenservice Klantgerichtheid Kwaliteitszorg Marketing - Gestion Producten Qualité des produits - Évaluation Consumer satisfaction Evaluation Marketing Management Quality of products Evaluation Qualitätsmanagement Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006456894&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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