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Reviews of books

Reviews of books Victoria L. Crittenden, Editor Boston College This issue of reviews focuses on marketing strategy books. adopt a more proactive approach to creating customer value and Specifically, the reviews center on two major topics in marketing managing loyalty by anticipating and responding to latent needs strategy discussions--value and relationships. Simon J. Bell pro- of the market. These firms break the potentially hazardous cycle vides an extensive overview of The Customer Loyally Pyramid. of having to react constantly to customer perceptions and com- This book looks at the creation of customer value and building plaints originating frompast transactions. In the current environ- customer loyalty. Continuing with the customer value theme, ment where even satisfied customers may leave without warning Cornelia Dr6ge reviews Know Your Customer: New Approaches or complaining behavior, this approach to building customer re- to Understanding Customer Value and Satisfaction. This book lationships has considerable merit. approaches customer value from an information usage vantage After establishing the rationale of the customer loyalty pyra- point and is one book in a series of Total Quality Management mid and the Seven-S Framework, the author takes the reader (TQM) books. Following in the TQM positioning, Steven A. step-by-step through each S and http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

Reviews of books

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References (4)

Publisher
Springer Journals
Copyright
Copyright © Academy of Marketing Science 1998
Subject
Economics / Management Science; Business/Management Science, general; Marketing; Social Sciences, general
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1177/0092070398264007
Publisher site
See Article on Publisher Site

Abstract

Victoria L. Crittenden, Editor Boston College This issue of reviews focuses on marketing strategy books. adopt a more proactive approach to creating customer value and Specifically, the reviews center on two major topics in marketing managing loyalty by anticipating and responding to latent needs strategy discussions--value and relationships. Simon J. Bell pro- of the market. These firms break the potentially hazardous cycle vides an extensive overview of The Customer Loyally Pyramid. of having to react constantly to customer perceptions and com- This book looks at the creation of customer value and building plaints originating frompast transactions. In the current environ- customer loyalty. Continuing with the customer value theme, ment where even satisfied customers may leave without warning Cornelia Dr6ge reviews Know Your Customer: New Approaches or complaining behavior, this approach to building customer re- to Understanding Customer Value and Satisfaction. This book lationships has considerable merit. approaches customer value from an information usage vantage After establishing the rationale of the customer loyalty pyra- point and is one book in a series of Total Quality Management mid and the Seven-S Framework, the author takes the reader (TQM) books. Following in the TQM positioning, Steven A. step-by-step through each S and

Journal

Journal of the Academy of Marketing Science – Springer Journals

Published: Sep 1, 1998

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