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 ...
Get Superior Customer Value, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
