Planning for competitive customer value

2013 ◽  
Vol 25 (3) ◽  
pp. 224-243 ◽  
Author(s):  
Tito Conti
Keyword(s):  
Customer Value ◽  
Organizational Innovation ◽  
Kano Model ◽  
Content Type ◽  
Quality Life ◽  
Performance Curves ◽  
Planning Decision ◽  
Definition Of ◽  
The Right ◽  
Systems View

PurposeGood quality planning methodologies were developed in the last decades of the twentieth century that are still widely used. But competition is getting harsher and harsher and the search for more effective approaches to planning for competitive customer value can never stop. The purpose of this paper is to offer an alternative method for planning for customer value that is the result of his long experience with large organizations, both in manufacturing and service.Design/methodology/approachThe paper summarizes the approaches followed and the results reached. It also rationalizes such experience with the support of figures. Such process may require mental efforts to overcome conventional thinking in managing for quality, which should be accepted. A preliminary condition is understanding the author's quality vision, which quite often is at odds with traditional visions. For that reason the first part of the paper is dedicated to the illustration of the quality‐related concepts that are at the basis of the following discussions. Such concepts are based on the systems view of the organization, on a definition of quality as both doing the right things and doing things right, on accepting that the word quality is neutral and acquires a positive or negative meaning only when associated with the concept of value. The above concepts are not accepted by all quality experts today.FindingsThe following are the most significant conclusions: the “customer‐perceived value vs, performance” curves look rather different from those that are mostly used today; consequently, the “quality life‐cycle” presents some significant differences if compared with the Kano Model; extensive use should be made of time‐related curves, which happen to be the most significant in relation to planning; proximity to users (not just own customers) is more important than questionnaires in relation to critical planning decision; both satisfiers and dissatisfiers are important to understand customer/stakeholder perception; the proposed combination algorithm for the two may look conceptually difficult to those who look for simple solutions; but sometimes difficulties look unavoidable.Originality/valueThe paper is original inasmuch as it challenges conventional wisdom in this area. But, if the experience of the author finds confirmation in a wider context, it can be of significant value for those companies that operate in high competitive sectors. It can also stimulate organizational innovation in the fundamental area of value creation.

Collaborative design in public services: a wicked problem-reframing case

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Patrícia Moura e Sá ◽  
Catarina Frade ◽  
Fernanda Jesus ◽  
Mónica Lopes ◽  
Teresa Maneca Lima ◽  
...  
Keyword(s):  
Collaborative Design ◽  
Success Factors ◽  
Central Government ◽  
Wicked Problem ◽  
Low Density ◽  
Structured Interviews ◽  
Content Type ◽  
Critical Success ◽  
Definition Of ◽  
The Right

PurposeWicked problems require collaborative innovation approaches. Understanding the problem from the users' perspective is essential. Based on a complex and ill-defined case, the purpose of the current paper is to identify some critical success factors in defining the “right problem” to be addressed.Design/methodology/approachAn empirical research study was carried out in a low-density municipality (case study). Extensive data were collected from official databases, individual semi-structured interviews and a focus group involving citizens, local authorities, civil servants and other relevant stakeholders.FindingsAs defined by the central government, the problem to be addressed by the research team was to identify which justice services should be made available locally to a small- and low-density community. The problem was initially formulated using top-down reasoning. In-depth contact with citizens and key local players revealed that the lack of justice services was not “the issue” for that community. Mobility constraints and the shortage of economic opportunities had a considerable impact on the lack of demand for justice services. By using a bottom-up perspective, it was possible to reframe the problem to be addressed and suggest a new concept to be tested at later stages.Social implicationsThe approach followed called attention to the importance of listening to citizens and local organisations with a profound knowledge of the territory to effectively identify and circumscribe a local problem in the justice field.Originality/valueThe paper highlights the limitations of traditional rational problem-solving approaches and contributes to expanding the voice-of-the-customer principle showing how it can lead to a substantially new definition of the problem to be addressed.

Another failed M&A: misaligned business models as culprit

2017 ◽  
Vol 38 (5) ◽  
pp. 18-26
Author(s):  
Gaël Le Floc’h ◽  
Laurent Scaringella
Keyword(s):  
Customer Value ◽  
Multinational Enterprises ◽  
Business Models ◽  
Small And Medium Enterprises ◽  
Empirical Studies ◽  
Empirical Literature ◽  
Content Type ◽  
Recent Debate ◽  
Definition Of ◽  
Medium Enterprises

Purpose Literature on business models (BMs) has grown ve ry rapidly since the beginning of the twenty-first century, and although the theoretical and empirical literature has developed significantly, the number of practical and management-oriented studies remains relatively low. A recent debate in the field has focused on the definition of BM invariants: sensing customer needs, creating customer value, sustaining value creation and monetizing value. Extant empirical studies have mainly focused on multinational enterprises (MNEs) and successful BMs; however, this study concentrates on the failure of BMs in the case of small and medium enterprises (SMEs). An important source of a BM’s failure is the misalignment between MNE and SME involved in an acquisition. Design/methodology/approach Looking through the lens of the four BM constants, the aim of this study is to examine the case of the acquisition Domestic Heating (an SME) by Ventilair (an MNE). Findings Although both separate entities were achieving good results and each had a specific BM, the acquisition produced poor results mainly due to the misalignment of the two BMs. The findings lead the authors to make recommendations to practitioners on avoiding BM misalignment during an acquisition. Originality/value The authors encourage practitioners to enhance communication, promote organizational experiments, acknowledge specificities of both entities, foster employee commitment and ensure homogeneity in IT system usage.

Pricing for higher education institutions: a value-based approach

2016 ◽  
Vol 30 (6) ◽  
pp. 929-940 ◽  
Author(s):  
Amizawati Mohd Amir ◽  
Sofiah Md Auzair ◽  
RUHANITA MAELAH ◽  
Azlina Ahmad
Keyword(s):  
Higher Education ◽  
Customer Value ◽  
Higher Education Institutions ◽  
Initial Step ◽  
Educational Programme ◽  
Point Of View ◽  
Content Type ◽  
A Value ◽  
One Step ◽  
The Right

Purpose – The purpose of this paper is to propose the concept of higher education institutions (HEIs) offering educational services based on value for money. The value is determined based on customers’ (i.e. students) expectations of the service and the costs in comparison to the competitors. Understanding the value and creating customer value are a means to attain competitive advantage and constitute the basis of price setting. Drawing upon this belief, as an initial step towards value-based pricing method, the possible value factors are suggested for calculating educational programme prices across HEIs. Design/methodology/approach – This is a conceptual paper introducing the value-based pricing approach in setting HEI tuition fees. Extending prior discussion on the demand for quality education and current financial challenges faced by HEIs, it introduces the concept pricing based upon customer perceived value (student/industry). Value-based pricing is deemed appropriate in view of the value of short tangible and intangible investment by both parties (students and HEIs) to differentiate in terms of setting the right price for the right university for the right student. Findings – The primary aim is to suggest the applicability of value-based pricing for HEIs, which is likely to be both relevant and fruitful for the sustainability of the sector. It represents a personal point of view; building upon a review of the literature, the paper extends the established knowledge one step further in terms of setting the right price for the right university, which is deemed worthy of further study and development. Originality/value – The paper will be of use to the management and policymakers in the education sector in searching for a contemporary pricing mechanism for higher education.

Criminal and legal characteristics of criminal intent

2017 ◽  
Vol 24 (1) ◽  
pp. 118-128 ◽  
Author(s):  
Roman Veresha
Keyword(s):  
Mental Image ◽  
Content Type ◽  
The Real ◽  
The Social ◽  
General Scientific ◽  
Criminal Intent ◽  
Definition Of ◽  
Subjective Aspect ◽  
Causes Of Crime ◽  
The Right

Purpose This paper aims to consider the problems related to criminal legal characteristics of the crime objective and to analyze specific features of the crime objective as the subjective aspect of crime. Design/methodology/approach Research methodology used in studying the criminal legal characteristics of the crime objective was based on the dialectical method of scientific cognition of the social and legal phenomena, its laws and categories. The author used general scientific research methods, systematic, historical, logical and functional, and observation, analysis, comparison and the empirical sociological method. Findings Definition of the crime objective as one of the subjective aspects related to the socially dangerous act will be helpful to detect the real causes of crime and to apply the right type and term of punishment. The crime objective should be understood as the important, well-defined features of conscious mental image of the future desired result, which determines the orientation and order of various actions aimed at crime commitment. Originality/value The paper substantiated the need to determine crime objective as one of the signs of the subjective aspect of crime. This will reveal the real causes of crime and apply the right type and term of punishment. It was established that the crime objective was a psychological phenomenon, and the question of its analysis and study had to be settled with regard to psychology and criminology, which will influence its cognition. The paper provided a definition of crime objective. Based on a scientific approach to the theoretical definition of the objective in the criminal law and the place in the subjective aspect of crime, the author presumed that crime objective had to be regarded as an optional feature of the subjective aspect of crime.

Airline quality assessment towards strategic tourism management improvements

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
André Philippi Gonzaga de Albuquerque ◽  
Fagner José Coutinho de Melo ◽  
Denise Dumke de Medeiros
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Correct Identification ◽  
Kano Model ◽  
Content Type ◽  
Academic Literature ◽  
Tourism Management ◽  
Definition Of ◽  
Service Data

Purpose The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction. Design/methodology/approach To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses. Findings The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute. Originality/value The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

Pricing to market: market value – the enigma of misunderstanding

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nick French ◽  
Neil Crosby ◽  
Chris Thorne
Keyword(s):  
Market Value ◽  
Property Market ◽  
Content Type ◽  
Market Participants ◽  
Valuation Process ◽  
Definition Of ◽  
The Right ◽  
Practical Implications ◽  
Is Value

PurposeMarket value is an estimation of price in the market. It is value in exchange. The valuer's role is to determine the appropriate approach, the method and use the right model to achieve this aim as best as possible. However, underpinning all valuations and property analysis are valuation standards and definitions. This paper looks at the definition of market value and how some market participants may misunderstand or even misrepresent it. This is particularly true when there is a downturn in the market.Design/methodology/approachThis practice briefing is an overview of the role of market value as a definition of price and how it is often misused by stakeholders in the property market.FindingsThis briefing is a review of the valuation definitions clarifying what they mean and what they do not mean.Practical implicationsThe role of the valuer in practice is to use the appropriate definition for the task in hand. The understanding of those definitions is central to the valuation process.Originality/valueThis provides guidance on how valuation definitions can be presented to the client in accordance with the International Valuation Standards.

Factors influencing control charts usage of operational measures

2017 ◽  
Vol 21 (3) ◽  
pp. 225-238
Author(s):  
Anna Ericson Öberg ◽  
Peter Hammersberg ◽  
Anders Fundin
Keyword(s):  
Control Charts ◽  
Empirical Studies ◽  
Content Type ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Motivation For Change ◽  
Definition Of ◽  
The Right ◽  
High Level

Purpose The purpose of this paper is to identify factors influencing implementation of control charts on key performance indicators (KPIs). Design/methodology/approach Factors driving organizational change described in literature are analyzed inspired by the affinity-interrelationship method. A holistic multiple-case design is used to conduct six workshops to affect the usage of control charts on KPIs at a global company in the automotive industry. The theoretical factors are compared with the result from the case study. Findings The important factors for implementation success differ to some extent between the theoretical and empirical studies. High-level commitment and a clear definition of the goal of change could be most important when creating a motivation for change. Thereafter, having a dedicated change agent, choosing an important KPI and being able to describe the gain in financial terms becomes more important. Practical implications By using control charts on KPIs, the organization in the case study has become more proactive, addressing the right issues upstream in the process, in the right way, cross-functionally. Originality/value Factors affecting the implementation of already available solutions in the industry are highlighted. This potentially provides a basis for improved decision making, which has a significant value.

Netflix in India: expanding to success

2021 ◽  
Vol 11 (2) ◽  
pp. 1-31
Author(s):  
Lubna Nafees ◽  
Mokhalles Mehdi ◽  
Rakesh Gupta ◽  
Shalini Kalia ◽  
Sayan Banerjee ◽  
...  
Keyword(s):  
Marketing Strategy ◽  
Value Creation ◽  
Customer Value ◽  
Chief Executive ◽  
Marketing Mix ◽  
Pricing Strategy ◽  
Content Type ◽  
The Right ◽  
Over The Top ◽  
Digital Landscape

Learning outcomes After completing the case, students should be able to understand: the importance and uniqueness of the individual market and developing a suitable marketing strategy. The concept of value creation and learn the importance of developing the right value proposition to compete and succeed in a market. The target audience and how to create the right marketing mix. Competition in a digital landscape and the importance of developing an appropriate strategy to counter its rivals and position the brand effectively. Case overview/synopsis During his visit to India in December 2019, Netflix’s founder and chief executive officer Reed Hastings talked about a series of steps the company had taken in the recent past to successfully face stiff competition and move towards achieving its stated target of 100 million viewers. These steps involved significant changes in their marketing mix such as reworking their pricing, developing a rich portfolio of Indian content and building various partnerships. Since Netflix’s launch in India (December 2016), it faced fierce competition from players such as Hotstar and Amazon Prime, both of whom had developed a rich portfolio of Indian content and adopted a very aggressive pricing strategy thus, making these changes essential. At the time of their launch, Netflix had set a very ambitious target of gaining 100 million viewers within five years (by 2021) while adopting a premium pricing strategy and positioning themselves uniquely based on their international content. They quickly learned that they would have to reevaluate their approach if they wanted to achieve their target on time. The changes announced by Hastings were an effort in that direction. The moot question was whether these steps would help Netflix India reach its goal. This challenge was further compounded by an almost 40% hike in data tariffs by three major wireless carriers considering most Indians watched over-the-top media content on their mobile phones. Complexity academic level The case is designed for undergraduates, as well as for fundamental marketing courses in the Master of Business Administration and other graduate level programmes. It can be taught in the Principles of Marketing, Marketing Strategy and International Marketing courses. It is ideal for topics such as understanding the operation of a digital business in a new market, customer value creation and value drivers, brand and brand positioning, product promotion, strategies for business growth and expansion, fighting competition in a digital landscape. Supplementary materials Teaching Notes are available for educators only. Subject code CSS 8: Marketing.

The RBV and value creation: a managerial perspective

2010 ◽  
Vol 22 (5) ◽  
pp. 515-538 ◽  
Author(s):  
Angelina Zubac ◽  
Graham Hubbard ◽  
Lester W. Johnson
Keyword(s):  
Customer Value ◽  
Dynamic Capabilities ◽  
Shared Understanding ◽  
Resource Based View ◽  
Content Type ◽  
Performance Effects ◽  
Different Dimensions ◽  
Definition Of ◽  
Multidimensional Values ◽  
Managerial Perspective

PurposeThe paper aims to explain why the customer value construct is important to resource‐based view (RBV) scholars and how one might define it to study it.Design/methodology/approachBy a summary of the ideas behind the RBV and previously applied definitions of customer value, the paper explains why Woodruff's multidimensional definition of customer value is suited to studying customer value from a managerial perspective. To this end, it develops a framework and derives three research questions for studying how managers use the firm's resources to create customer value.FindingsIt was found that to understand how managers invest in dynamic capabilities to create customer value one must identify how a firm's managers develop a shared understanding of their customers' values and the firm's capacity to deliver on them. This shared understanding will need to reflect customers' multidimensional values and what is most important to the firm.Practical implicationsThese phenomena are best studied qualitatively because the focus is on understanding how managers work together and use the resources at their disposal to create customer value. The performance effects of different resource investment decisions can be examined by including high and low performing firms in the study dataset.Originality/valueThe paper describes a framework that can explain how managers map customer value and its different dimensions against the resources at the firm which they believe can deliver an optimal product and service mix to the firm's customers.

Swedish sustainability through a Zhang and London lens

2016 ◽  
Vol 26 (4) ◽  
pp. 370-394 ◽  
Author(s):  
Lars Lindbergh ◽  
Mattias Jacobsson ◽  
Timothy L. Wilson
Keyword(s):  
Sustainable Development ◽  
Formal Model ◽  
Content Type ◽  
Secondary Sources ◽  
Study Approach ◽  
The Government ◽  
Definition Of ◽  
The Right ◽  
High Level

Purpose The purpose of this paper is to describe how sustainable development has been initiated in a country (Sweden) in which sustainable development has priority and has produced observable results – essentially, the definition and reshaping of contents (p. 107) referred to in the Zhang and London (ZL) paper, therefore adding some validity to the model. Design/methodology/approach The research is both exploratory and qualitative in nature and uses an in-depth case study approach to the Swedish international economy as might be reflected by ZL’s modified Porter model. Information drawn from current secondary sources is complemented by personal contemporaneous observations of individuals in the country of interest. Findings The task of implementing Sweden’s strategy for sustainable development is holistic, and the State has played a major role in its development. That is, sustainability is the responsibility of the Government Offices as a whole, which produces proactive programs in each of the interactions analyzed in the ZL modified model. As an aside, the country has sustained a high level of competitiveness while producing a pleasant environment in which to live. Research limitations/implications Limitations in the study follow the same criticisms made of Porter’ seminal treatment – (still) lack of a formal model construction (although ZL make a meaningful contribution), (still) lack of clear definitions (although ZL make a meaningful contribution), problematic research methodology (although an attempt has been made at improvement) and lack of empirical testing among others (and it is thought that this paper is a step in the right direction). Practical implications Insofar as Sweden might be a model for other countries interested in extending their efforts in sustainable development, observations here provide some insights into possible approaches and results. Originality/value The approach basically followed Siggelkow’s (2007) definition of the use of cases as illustrations, which is useful when the underlying development depends upon constructs. It follows that the association of real-world observations with theory well serves the underlying foundation and cannot help but build credibility of those concepts and theory.

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