Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications

Book Description

Great companies don't just satisfy their customers, they strive to delight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers. The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer.This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition. Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers.Features

Customer Reviews:

Amazing pathway for creating corporate value.......2004-02-25

In a simple way, but thoroughly academic. Weinstein & Johnson shows the implications of creating corporate value, and how to use the creation of value as an asset that diferentiates companies, because of the improvement among the customer's perspective, the image of the company, and a way to beat the competitors in the right field a.k.a the market place.
I really recommend this book to MBA Students, and to Post-MBA graduates it is indeed a check list of effective and strategic marketing tools

Exellent book........2003-03-17

clear concise book. lots of good information carefully divided. Well delivered and pertinent case studies.

This Book Delivers Value!.......2001-03-13

This is the text for my MBA class and it is an excellent book to read and keep on the bookshelf. The case studies were all interesting and informative, and if you are not in Sales, this is the book for you to read to understand what Customer Service is all about. If you are in Sales, this will enlighten you to a new way of thinking, or if you are already there, the book will be a constant reminder of just how important it is to give our customers value if we expect to stay in business.

Book Description

Teleworking has long been proclaimed as a revolution in working practices for the 21st century. Teleworking: International Perspectives offers an up-to-date, groundbreaking and comprehensive assessment in light of the rapidly changing contexts of the globaliation of markets and the proliferation of new technologies. Based upon papers presented at a conference at Brunel University, which was sponsored by BT and the European Commission, the book features contributions from a range of international and interdisciplinary perspectives. As well as an original analysis of the theoretical context of the post-industrial and postmodern world, the book also contains detailed empirical studies examining telworking in a number of different countries. Contributors explore many of the main issues in teleworking drawing on insights from business, economics, sociology and information systems. These include conceptualizing teleworking; the management of spatial, temporal and cultural boundaries; and the possibility of the virtual organization.

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An excellent overview of research for in-depth study.......1999-03-16

A well-structured collection of empirical research-based articles which provide useful background reading for any academic or advanced student. A variety of mostly European sources make it more relevant and applicable than most US based journal articles and books. Not really suitable for "dissection" or for students below Honours level, as much of the theory is not self contained, and requires considerable academic underpinning. I have found it indispensable, however, for my teaching of ICT-enabled organisational innovations to third and fourth Business Information Management undergraduates.

Comprehensive survey of the state of the art.......1999-01-12

Paul Jackson and Jos van der Wielen are researchers and lecturers with deep experience of investigating and analysing telework. In this book they have assembled and edited contributions by some 20 experts from a wide range of disciplines to produce the most comprehensive perspective on the subject available to date. Each chapter has a complete set of references, making this a valuable start point for new research, as well as an important record of the state of the art in telework-related studies at the end of the twentieth century.

Book Description

This volume establishes the concept of Euro-Asia as the means to discuss the European and Asian countries that are undergoing transformation. The authors cover crucial elements of the transitional changes: conflicts and peacekeeping, geopolitical issues, economic realities. All of these points are addressed in depth, and the authors' analysis highlights features and lessons to be learned from Euro-Asian experience.

Designing Financial Systems in Transition Economies: Strategies for Reform in Central and Eastern Europe

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Designing Financial Systems in Transition Economies: Strategies for Reform in Central and Eastern Europe

Manufacturer: The MIT Press
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Binding: Hardcover

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Emerging Financial Markets

ASIN: 0262133911

Book Description

This collection examines the design of financial systems for central and eastern European countries engaged in the transition to market-based economies. It highlights the need for better approaches to measuring performance and providing incentives in banking and for financial mechanisms to encourage private-sector growth. Written by leading European and North American scholars, the essays apply modern finance theory and empirical data to the development of new financial sectors.

Two broad themes emerge. The first is the critical relationship between reforms in the financial sector and in the real economy. Lending policies, which have a significant impact on business performance, need to discourage bad firm performance without prematurely liquidating potentially profitable enterprises. Conversely, the quality of firms influences the financial sector. If banks cannot find good credit risks, they cannot improve the quality of their portfolios. Until a critical mass of viable firms is built, equity markets will not develop sufficiently. The second theme is that the lack of fully developed markets and institutions may distort the policy outcomes predicted under models based on fully developed economies. Reliance on these models may therefore be inappropriate for transition economies.

The Impact of FDI on Economic Growth: An Analysis for the Transition Countries of Central and Eastern Europe (Contributions to Economics)

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The Impact of FDI on Economic Growth: An Analysis for the Transition Countries of Central and Eastern Europe (Contributions to Economics)
Marco Neuhaus
Manufacturer: Physica-Verlag Heidelberg
ProductGroup: Book
Binding: Paperback

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ASIN: 3790817341

Book Description

This book provides a comprehensive understanding of the relationship between FDI and economic growth with special attention to the countries of Central and Eastern Europe. Within a new semi-endogenous growth model, the book illustrates the impact of FDI on economic growth for every stage of development of a country. Developing countries experience both strong capital accumulation and technology transfer through FDI, whereas highly developed countries mainly benefit from FDI as a vehicle of global technology diffusion. Departing from this universal model, the book then investigates the impact of FDI on economic growth for the transition countries of Central and Eastern Europe. With the help of modern panel data econometrics it carries out the strongly awaited empirical evidence of a growth enhancing effect of FDI in the transition countries, and it explains for each country the actual growth contributions induced by FDI.

Lending Credibility: The International Monetary Fund and the Post-Communist Transition (Princeton Studies in International History and Politics)

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Book Prize Winner
An astonishing read

Lending Credibility: The International Monetary Fund and the Post-Communist Transition (Princeton Studies in International History and Politics)
Randall W. Stone
Manufacturer: Princeton University Press
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Binding: Paperback

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ASIN: 0691095299

Book Description

With the end of the Cold War, the International Monetary Fund emerged as the most powerful international institution in history. But how much influence can the IMF exert over fiercely contested issues in domestic politics that affect the lives of millions? In Lending Credibility, Randall Stone develops the first systematic approach to answering this question. Deploying an arsenal of methods from a range of social sciences rarely combined, he mounts a forceful challenge to conventional wisdom. Focusing on the former Soviet bloc, Stone finds that the IMF is neither as powerful as some critics fear, nor as weak as others believe, but that the answer hinges on the complex factor of how much credibility it can muster from country to country.

Stone begins by building a formal, game-theoretic model of lending credibility, which he then subjects to sophisticated quantitative testing on original data from twenty-six countries over the 1990s. Next come detailed, interview-based case studies on negotiations between the IMF and Russia, Ukraine, Poland, and Bulgaria. Stone asserts that the IMF has exerted startling influence over economic policy in smaller countries, such as Poland and Bulgaria. However, where U.S. foreign policy interests come more heavily into play, as in Russia, the IMF cannot credibly commit to enforcing the loans-for-policy contract. This erodes its ability to facilitate enduring market reforms. Stone's context is the postcommunist transition in Europe and Asia, but his findings carry implications for IMF activities the world over.

Customer Reviews:

Book Prize Winner.......2004-11-20

Lending Credibility is the winner of the 2003 Ed A. Hewett book prize awarded annually by the American Association for the Advancement of Slavic Studies for the most outstanding publication on the political economy of the former Soviet Union, East Central Europe, and/or their successor states.

The book prize committee wrote the following citation about this volume:

One of the central debates of the transition from socialism over the past decade has been the role of the International Monetary Fund. It is vilified by some as the satanic agent of globalization, and ignored by others who treated democratization as a self-contained process divorced from the messy processes under way in the region's economies.

These debates about the role of the IMF have generated a lot of heat, but not that much light. Just how much influence did the IMF really have over the economies in transition? And was that influence a help or a hindrance the process of economic transition?

Randall Stone's book, Lending Credibility, is the first systematic effort to address these questions. It is a major achievement, the result of both careful reflection on how to conceptualize and investigate the problem, and a prodigious amount of effort gathering data.

A political scientist, Stone addresses one of the standard problems in that discipline: what influence can an international organization (in this case, IMF) have on the domestic policies of member countries (in this case, transition economies). To solve this problem, he deploys a variety of analytical tools. He uses a game-theoretic model of interaction between the IMF, borrower countries, and private investors to derive their equilibrium strategies. The predictions of the model are then tested statistically using a set of monthly data for the 1990s for 26 post-Communist countries, including over 20 variables. In an unprecedented feat of thoroughness, the author complements statistical testing with detailed interviews with dozens of former officials to reconstruct the decision-making process in four of the countries under study and test his theoretical results.

Stone develops the notion of credibility as the key factor linking IMF leverage to domestic decision making. He comes to a balanced conclusion, neither demonizing nor whitewashing the IMF, but arguing that the IMF can play a pivotal and positive role by using its lending to signal support and encouragement for the adoption of effective policies by national leaders.

An astonishing read.......2003-11-29

Quite the read: fluid, sober, well written and systematic in its approach. Pioneering the approach to this question, Randall Stone utilizes many different tools to present his argument and send his message. Not only is it sound in its argument, but also an enjoyable read. Anyone interested in real research about the impact of the IMF should consult this book.

Gender Regimes in Transition in Central and Eastern Europe

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Gender Regimes in Transition in Central and Eastern Europe
Anna Kwak , and Gillian Pascall
Manufacturer: Policy Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 1861346255

Systems of Justice in Transition: Central European Experiences Since 1989

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Systems of Justice in Transition: Central European Experiences Since 1989

Manufacturer: Ashgate Publishing
ProductGroup: Book
Binding: Hardcover

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The State After Communism: Administrative Transitions in Central and Eastern Europe (World Bank Regional and Sectoral Studies)

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The State After Communism: Administrative Transitions in Central and Eastern Europe (World Bank Regional and Sectoral Studies)
Barbara Nunberg , Luca Barbone , and Hans-Ulrich Derlien
Manufacturer: World Bank Publications
ProductGroup: Book
Binding: Paperback

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ASIN: 0821342053

Technology Transfer via Foreign Direct Investment in Central and Eastern Europe: Theory (Studies in Economic Transition)

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Technology Transfer via Foreign Direct Investment in Central and Eastern Europe: Theory (Studies in Economic Transition)

Manufacturer: Palgrave Macmillan
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Binding: Hardcover

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ASIN: 140399952X
Release Date: 2006-02-16

Book Description

Foreign subsidiaries of multinational companies are suggested as one of the main channels of technology transfer to less developed economies. In Central East Europe their presence proved to be a decisive factor to economic restructuring and development. This volume is a unique guide to theory, method of research, and empirical evidence, for technology transfer via foreign subsidiaries of multinational companies. It combines the merits of a core text on technology transfer via FDI with up-to-date empirical evidence.

Transitions from Authoritarianism: The Role of the Bureaucracy

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Transitions from Authoritarianism: The Role of the Bureaucracy

Manufacturer: Praeger Publishers
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Binding: Hardcover

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ASIN: 0275964582

Book Description

Baker and his colleagues provide a blend of the theoretical and the empirical evidence in an examination of the nature of bureaucracy under non-democratic, authoritarian forms of government, whether on the right, as in Portugal, or the left, as in Bulgaria. In all these instances, the bureaucracy was constructed to serve the distorted interests of centralized, unaccountable power. Following the remarkable spread of democracy in the seventies in Iberia, the eighties in much of Latin America, parts of Asia and Africa, and the nineties in the former USSR and the Warsaw Pact countries, the main focus was on reforming the economy and the political institutions. Distinguished scholars concentrate on the inherited bureaucracy--the arm of government with which the people most often have to deal. They highlight the undemocratic, and sometimes antidemocratic, nature of the "civil service" that is supposed to serve democracy. Others consider the nature of "reform" as experienced, and as needed, why there is no major policy for real reform of the bureaucracy in many countries, and the similar experience of reforming from the "left" and the "right." Contributors discuss specific experiences as case studies and examine the more general question of what lessons can be learned from this unique perspective into comparative public administration reform. Essential reading for scholars, students, policy makers, and others involved with comparative government and public administration.

Central and Southeastern Europe in Transition: Perspectives on Success and Failure Since 1989

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Central and Southeastern Europe in Transition: Perspectives on Success and Failure Since 1989

Manufacturer: Praeger Publishers
ProductGroup: Book
Binding: Hardcover

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ASIN: 0275964604

Book Description

It is increasingly important to understand the complexity of central and southeastern Europe following the enlargement of NATO into Central Europe, the ongoing problems of the Balkans, and the subsequent focus of global attention on the entire region. Gardner brings together exceptional French and Eastern European scholars who present first-hand accounts of their experience and knowledge of the region. Each provides differing political, social, cultural, and economic perspectives on Central and Southeastern Europe. The volume begins with a general discussion of the place of central and southeastern Europe in the greater scheme of European history. This is followed by an examination of the western European and Russian attitudes toward the Balkans, and the largely ignored affects of the Ottoman empire on the Balkans. The importance of culture and the crucial role it played in undermining both the theory and practice of communism is explored. The impact of the media is then examined in two chapters that look at the process of media liberalization in the context of each country's political situation and the particular problems the media faces in the region. The focus shifts to the role of finance capital and its impact in emerging privatized economies. How the global drug wars affect the Balkan region are also explored. The ecological damage to Central and eastern Europe and Russia caused by the communist system is detailed, and the volume ends with a look at the complexity of factors that led NATO to enlarge into Central Europe and intervene in Bosnia and Kosovo. This wide-ranging collection will be of particular interest to scholars and researchers involved with all facets of contemporary central and eastern European life.

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Simply WONDERFUL.......2004-01-16

The Analysis of the complexity behind the enlargement of NATO into Central Europe couldn't be better presented. Gardner is an expert in the subject matter and has remarkable knowledge. I have personally learned a lot by reading his books, each peace of work presented by Gardner is unique and brilliantly written. All I can say it that I highly recommend buying this book to whoever has a thirst for an accurate, deep and realistic picture of Central and South Eastern Europe following the enlargement of NATO Which is affecting each and everyone of us in both a positive and a negative manner. Moreover, I would recommend buying "Surviving the Millennium" and Dangerous Cross Roads" by the same Author. Thank you Hall Gardner for sharing your knowledge so eloquently.

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