Chapter2 BuildingCustomerSatisfactionthroughQuality Service andValue MarketingManagementTenthEditionPhilipKotler Objectives Definevalue satisfaction understandhowtodeliverthemThenatureofhigh performancebusinessesHowtoattract retaincustomersImprovingcustomerprofitabilityTotalqualitymanagement DeterminantsofCustomerDeliveredValue Satisfactionisaperson sfeelingsofpleasureordisappointmentresultingfromcomparingaproduct sperceivedperformance oroutcome inrelationtohisorherexpectations HighPerformanceBusiness TheGenericValueChain LeviStrauss Value DeliveryNetwork Competitionisbetweennetworks notcompanies Thewinneristhecompanywiththebetternetwork Sears Retail SatisfiedCustomers AreloyallongerBuymore newproducts upgrades Spreadfavorableword of mouthAremorebrandloyal lesspricesensitive OfferfeedbackReducetransactioncosts LevelsofRelationshipMarketing CustomerDevelopment Suspects Customer ProductProfitabilityAnalysis TheProfitTriangle Valuecreation Competitiveadvantage Internaloperations Profit Quality Qualityisthetotalityoffeaturesandcharacteristicsofaproductorservicethatbearonitsabilitytosatisfystatedorimpliedneeds 1 Review Definevalue satisfaction understandhowtodeliverthemThenatureofhigh performancebusinessesHowtoattract retaincustomersImprovingcustomerprofitabilityTotalqualitymanagement