Managing Customer Value: Creating Quality and Service That Customers Can See by Gale, Bradley T.; Wood, Robert Chapman - 1994

U.S.A.: Free Press, 1994. Book. Very Good. Hardcover. 8vo - over 7¾" - 9¾" tall. ; 424 pages with index; Black & white illustrations and graphs; Textblock is tight and bright with no underlining, no highlighting and no marginalia; Dark-blue boards and spine with the title in gold; Unfaded dust-jacket with no tears and modest shelf and edge wear including rubbing and light bumping; We have placed it in a protective, removable mylar cover; . (Drawing on his extensive reasearch at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of helping guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality.).