University Press of America
Pages: 356
Trim: 6¼ x 9
978-0-7618-2631-6 • Paperback • August 2003 • $100.99 • (£78.00)
William B. Dodds is Professor of Marketing, Fort Lewis College, Colorado.
Chapter 1 Preface
Chapter 2 The Value Package: The Product Quality, Customer Service and Price Link
Chapter 3 Product and Service Quality
Chapter 4 Customer Service
Chapter 5 Price
Chapter 6 Cost Factors for Value Decisions
Chapter 7 Demand Factors for Value Decisions: An Economic Perspective
Chapter 8 Demand Factors for Value Decisions: A Consumer Behavioral Perspective
Chapter 9 Competition Factors for Value Decisions
Chapter 10 Value Strategies
Chapter 11 Making Profitable Value Decisions
Chapter 12 Appendix: Cases and Critical Incidents in Managing Customer Value
Chapter 13 About the Author