BuildingCustomerSatisfactionthroughQualityServiceandValue幻灯片.pptVIP

?2000 Prentice Hall Objectives Define value satisfaction - understand how to deliver them The nature of high-performance businesses How to attract retain customers Improving customer profitability Total quality management Determinants of Customer Delivered Value Image value Personnel value Services value Product value Total customer value Monetary cost Time cost Energy cost Psychic cost Total customer cost Customer delivered value Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or h