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  • 2014
  • Other Teaching and Training Material

Marketing Reading: Creating Customer Value

By: Sunil Gupta
  • Format:Print
  • | Language:English
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Abstract

This Reading explores how firms can create value for their customers. The goal of any business is to delight customers by understanding its customers' needs and to provide products and services to meet those needs. As a result, it is critical to understand what customers value and how firms can offer products and services by creating different types of value for their customers. The purpose of this Reading is to help students understand customers' perspectives on what they value and why. The Reading describes four types of customer value—economic, functional, experiential/psychological, and social. A supplemental Reading looks at how to manage customer expectations.

Keywords

Consumer Behavior; Consumer Marketing; Customer Experience; Network Effects; Service Profit Chain; Total Customer Value

Citation

Gupta, Sunil. "Marketing Reading: Creating Customer Value." Core Curriculum Readings Series. Boston: Harvard Business Publishing 8176, 2014.
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About The Author

Sunil Gupta

Marketing
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