Customer value as a key performance indicator (KPI) and a key improvement indicator (KII)

Purpose - The purpose of the paper is to develop existing tools or methodologies to measure customer value during acquisition and use, in such a way so that the measures concurrently indicate the l ...

[1]  John S. Oakland,et al.  Statistical Process Control , 2018 .

[2]  鄭宇庭 行銷硏究 : Marketing research , 2009 .

[3]  Michael S. Garver Best practices in identifying customer-driven improvement opportunities , 2003 .

[4]  Bo Edvardsson,et al.  The Nordic School of Quality Management , 1999 .

[5]  Andreas Eggert,et al.  Customer perceived value: a substitute for satisfaction in business markets? , 2002 .

[6]  Joseph M. Spiteri,et al.  Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries , 2004 .

[7]  Michael L. George,et al.  What is Lean Six Sigma , 2003 .

[8]  L. Yorks,et al.  Beyond Total Quality Management: Toward The Emerging Paradigm , 1994 .

[9]  John Nicholls Customer Value In Four Steps. , 1993 .

[10]  R. O. Briggs,et al.  AS A MODEL FOR VALUE CREATION , 2004 .

[11]  Joseph Moses Juran,et al.  Quality-control handbook , 1951 .

[12]  S.W.F. Omta,et al.  Creating Value that Cannot Be Copied , 2001 .

[13]  Giovanna Padula,et al.  The asymmetric impact of price‐attribute performance on overall price evaluation , 2005 .

[14]  John C. Gardner,et al.  Life Cycle Costing. , 1977 .

[15]  Mark P. Leach,et al.  Examining customer value perceptions of organizational buyers when sourcing from multiple vendors , 2005 .

[16]  Jens J. Dahlgaard,et al.  The value of quality improvements , 2008 .

[17]  Nilson Arrais Quality control handbook , 1966 .

[18]  Ellen J. Dumond Value management: an underlying framework , 2000 .

[19]  Haemoon Oh Service quality, customer satisfaction, and customer value: A holistic perspective , 1999 .

[20]  Su Mi Park Dahlgaard,et al.  From defect reduction to reduction of waste and customer/stakeholder satisfaction (understanding the new TQM metrology) , 2002 .

[21]  Eric R. Ziegel,et al.  Managing Customer Value , 1996 .

[22]  Albert Graf,et al.  Customer value from a customer perspective: a comprehensive review , 2008 .

[23]  Jiju Antony,et al.  Multi‐response optimization in industrial experiments using Taguchi's quality loss function and principal component analysis , 2000 .

[24]  Helena Moussatche,et al.  Flooring materials – life‐cycle costing for educational facilities , 2001 .

[25]  William B. Dodds Managing Customer Value , 1999 .

[26]  Dr. Noriaki Kano,et al.  Life Cycle and Creation of Attractive Quality , 2003 .

[27]  Roger J. Best,et al.  Market-based management: strategies for growing customer value and profitability / Roger J. Best , 1999 .

[28]  A. Khalifa Customer value: a review of recent literature and an integrative configuration , 2004 .

[29]  Charles R. Duke,et al.  Rediscovering performance‐importance analysis of products , 1996 .

[30]  Jiju Antony,et al.  Using Six Sigma , 2004 .