Creating and Managing Superior Customer Value

Superior customer value (SCV) advances theory and offers new tools useful for measuring value dimensions and strength. Achieving highly useful sensemaking about the value concept and value metrics is important because of the substantial evidence that (1) customer assessments of total value in a product-service offering strongly affect acceptance and initial purchase, (2) customer evaluations of value experiences relate strongly with retaining them and growing the share of business that these customers award specific suppliers, and (3) increases in delivered-value implemented strategies relate positively to increases in profitability.