Allocating Resources to Meet Customer Expectations and Create Added Value for the Customer

David Walters
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David Walters: European Business School

Chapter 12 in Retailing Management, 1994, pp 200-226 from Palgrave Macmillan

Abstract: Abstract In this chapter we consider the problems of matching resources to customer expectations. Having identified the target customer group by the type of shopping mission the task becomes one of combining resources to ensure that customer expectations are met appropriately and that their subsequent perceptions exceed their initial expectations: this, it will be recalled, is the basis of competitive advantage.

Keywords: Customer Satisfaction; Indifference Curve; Critical Success Factor; Customer Expectation; Cost Element (search for similar items in EconPapers)
Date: 1994
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-23488-2_12

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DOI: 10.1007/978-1-349-23488-2_12

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