Question

0. EXERCISES 1. 'A customer calls LL. Bean about a favorite jacket he purchased more than 10 lost. In a matter of minutes, the sales agent identifies the old jacket, locateears ago current catalog, suggests a matching size and color, and orders the jacket. The three dayslaterHow has LL. Bean added to the customers perception of 2. When thinking about customer value, you should plan to address three questions (a customers truly value? (b) What do I provide? and (c) How does what I provide differ fmat competitors? Select a small business and interview the owner to see how he or she questions. Pay particular attention to the first question. 3. Intuit QuickBooks, Peachtree, and AccountEdge are three popular accounting packages Gate 5 Fn information from their websites and conduct a comparative analysis as though you were a business looking to buy one of them. Ch 201 The 2011 Grah no 4 (1981 A:良 Don

Answer 1

1.

Customer perceives value as the amount of benefit received for a specific price paid. Generally, when he purchased the jacket, the various attributes and utility of the jacket divided by the price paid is considered the value of the jacket. However, usually the customer service is not considered part of the value for a jacket or other apparels in practical way.

In this instance, the customer wanted to find the jacket that he liked and the model of the jacket that was available 10 years ago. Considering that the apparels and the fashion industry moves fast and designs gets obsolete every year, if not every season, the expectation to find any tangible assistance must have been low. However, the sales representative was quickly able to identify, locate a replacement and ordered the jacket for the customer. This means that now, the customer has added the value of responsiveness and assurance of employees.

In terms of SERVQUAL model, we can find these dimensions as responsiveness and assurance that has been added to the customer expectation of the value.