Superior Customer Value in the New Economy: Concepts and Cases, Second Edition

While the dot.com bubble has burst since the publication of the first edition, the Internet has re-emerged as a valuable tool for business-to-business, business-to-consumer, and consumer-to-consumer enterprises. This Second Edition of Superior Customer Value in the New Economy: Concepts and Cases stresses the service aspects of an organization, such as customer service and marketing, and how to create and provide outstanding customer service value to the target markets. The book takes an integrated marketing management perspective to explain how to blend the delivery of service and quality together with pricing strategies to maximize the value proposition.