Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management)

Woodruff, Robert B., Gardial, Sarah F.

ISBN 10: 1557865531 / ISBN 13: 9781557865533

Published by Wiley, 1996

About this Item

Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc.

Seller Inventory # 00034744453

Bibliographic Details

• Title: Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction (Total Quality Management)
• Publisher: Wiley
• Publication Date: 1996
• Language: English
• ISBN 10: 1557865531
• ISBN 13: 9781557865533
• Binding: Soft cover
• Condition: Good

About this title

Synopsis

Intended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.

About the Author

Dr. Woodruff is Distinguished Professor of Marketing at the University of Tennessee. He has published four books and over 40 articles on such topics as marketing management, market opportunity analyses, customer value and satisfaction, and consumer behaviour. Dr. Woodruff has worked with more than 20 organizations to help them with marketing planning, market analysis, and customer value and satisfaction measurement activities. He is also a speaker in management development programs.

Dr. Gardials research interests are in the areas of customer value and satisfaction, situational influences in the buying and choice process, information processing, and consumer/salesperson interactions. She is an instructor in the executive training institutes conducted through the Management Development Center at the University of Tennessee, Knoxville. She has published articles from her research in journals such as the Journal of Consumer Research, Journal of Advertising, Marketing Letters, and the Journal of Satisfaction, Dissatisfaction and Complaining Behaviour.