Managing Customer Value: Creating Quality and Service that Customers Can See

Managing Customer Value: Creating Quality and Service that Customers Can See Bradley T. Gale with Robert Chapman Wood, The Free Press, New York 10022, 1994, 424 pp., $27.95

This book might aptly be called "The Next Step Beyond TQM, PIMS, and the Baldrige Awards". The lead author, Bradley Gale, has developed this book based on his involvement in each of those projects in order to tell practicing marketers and strategists bow to implement the findings from those programs into their own organizations. It is a very strong hands-on implementation guide to creating...