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Managing Customer Value: Creating Quality and Service That Customers Can See

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Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards", according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality"-- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including ...

Managing Customer Value: Creating Quality and Service That Customers Can See 1994, Free Press

ISBN-13: 9780029110454

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