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Superior Customer Value, 3rd Edition by Art Weinstein

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Index

1-800-Flowers.com, 132

3Cs, 102

3M, 4, 35, 45

4Ps, 15, 25, 164

5C approach to customer value metrics, 205–211

A

Access, 136

Act phase, 43–44

Active e-service quality dimensions, 135

Alice.com, 130

Amazon, 3, 14–15, 33, 48, 111, 121, 131, 179–180, 189, 195

Associates Program, 16

America Online, 15, 27–28

American Customer Satisfaction Index (ACSI), 131

supermarkets, 276

American Express, 81

American Society of Quality, 87

Anticipatory marketing, 33–35

Apple, 4, 14–15, 30, 33, 60, 106, 118–119, 120, 188–189

iTunes, 60, 163

Artificial resistance ...

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