Chadha, Surinder (1999, ASQ) AT&T Business Services
The value of a product or service to a customer is the ratio of benefits received by the customer to the costs or customer sacrifice required. A service supplier must understand customer expectations for service quality and price, in the context of cost, and then exceed those requirements. Value can be added or enhanced through differentiating the service experience from the competition, surpassing the customer's expectations of the competitor. Employees, the single most important factor in differentiating service value, draw on tools from four systems to add value for customers: business planning, stewardship reporting, customer input and feedback, and shared expectations of customer and supplier. Maximum value creation can only be realized when all four system components are put into action. Ultimately, the customer's decision making focus shifts from cost to successful management of business issues through an effective customer-supplier interaction.
Customer expectation,Value-added,Customer satisfaction (CS)