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Article
The customer value proposition: evolution, development, and application in marketing
The customer value proposition (CVP) has a critical role in communicating how a company aims to provide value to customers. Managers and scholars increasingly use CVP terminology, yet the concept remains poorl...
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Article
Towards the ‘perfect’ customer experience
The aim of customer experience management is to enhance relationships with customers and build customer loyalty. Research suggests, however, that service quality and customer satisfaction may actually be decli...
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Chapter
Services Relationship Marketing: A Sector Case Study
The rapid growth of the services sector has brought pressure for change in marketing practices. Intense competition within many service industries means that successful companies need to fully understand custo...
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Chapter
Management Consultants — The Danish Experience
This chapter examines the Danish management consulting industry from the perspective of the consulting firms’ managing partner and the client organization’s chief executive officer. It examines the principal m...
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Article
A Four Nation Study of thee Relationship Between Marketing Effectiveness, Corporate Culture, Corporate Values, and Market Orientation
The aim of this study was to establish the ways in which senior executives in four countries which shared a common language—United Kingdom, United States, Australia and New Zealand—characterized both their fir...
