| 000 -LEADER |
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| fixed length control field |
01224pab a2200169 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b2004 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sahay, Vinita S. |
| 245 ## - TITLE STATEMENT |
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| Title |
Designing customer value index |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2004 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
p.81-88. |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
|---|
| Dates of publication and/or sequential designation |
Jul-Dec |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
The greatest challenge for industries these days is to incorporate customer voice into design of product and service offering so that maximum customer value can be delivered to the customers leading to their satisfaction and positive impact on bottom line. In this paper a model has been proposed to measure customer value. This model involves classification at hierarchical levels of value. Each hierarchical level includes value elements according to the nature of value generators. Levels and value generators are illustrated and value elements are identified. This classification scheme is utilised to compute total customer value and total customer cost to arrive at computed value of customer value index. The strength of the model lies in its flexibility to address complexities for a wide range of customer value index. - Reproduced. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer satisfaction |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Consumers |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
Vision |
| 909 ## - |
|---|
| -- |
64483 |
