Customer value as a key performance indicator (KPI) and a key improvement indicator (KII)

Measuring Business Excellence

Volumn 11, Issue 2, 2007, Pages 44-61

  Setijono, Djoko ^a   Dahlgaard, Jens J ^b  

^a LINNAEUS UNIVERSITY   (Sweden)

^b LINKÖPING UNIVERSITY   (Sweden)

Author keywords

Customers; Quality

Indexed keywords

EID: 34548239232     PISSN: 13683047     EISSN: None     Source Type: Journal    
DOI: 10.1108/13683040710752733     Document Type: Article

References (28)

1. Antony, J. (2000), "Multi-response optimization in industrial experiments using Taguchi's loss function and Principal Component Analysis", Quality and Reliability Engineering International, Vol. 16 No. 1, pp. 3-8.
2. Antony, J., Foutris, F., Banuelas, R. and Thomas, A. (2004), "Using Six Sigma", IEEE Manufacturing Engineer, Vol. 83 No. 1, pp. 10-12.
3. Best, R.J. (2004), "Market-based management: Strategies for growing customer value and profitability", Prentice-Hall, Upper Saddle River, NJ.
4. Bounds, G., Yorks, L., Adams, M. and Ranney, G. (1994), Beyond Total Quality Management: Toward the Emerging Paradigm, McGraw-Hill, New York, NY.
5. Dahlgaard, J.J. and Dahlgaard, S.M.P. (2002), "From defect reduction to reduction of waste and customer/stakeholder satisfaction (understanding the new TQM metrology)", Total Quality Management, Vol. 13 No. 8, pp. 1069-85.
6. Dhillon, B.S. (1989), Life Cycle Costing, Gordon and Breach Science Publishers, Cooper Station, NY.
7. Dumond, E. (2000), "Value management: An underlying framework", International Journal of Operations & Production Management, Vol. 20 No. 9, pp. 1062-77.
8. Edvardsson, B. and Gustafsson, A. (1999), The Nordic School of Quality Management, Studentliteratur, Lund.
9. Eggert, A. and Ulaga, W. (2002), "Customer-perceived value: A substitute for satisfaction in business markets?", Journal of Business and Industrial Marketing, Vol. 17 Nos 2/3, pp. 107-18.
10. Gale, B.T. (1994), Managing Customer Value, The Free Press, New York, NY.
11. Garver, M.S. (2003), "Best practices in identifying customer-driven improvement opportunities", Industrial Marketing Management, Vol. 32, pp. 455-66.
12. George, M., Rowlands, D. and Kastle, B. (2004), What Is Lean Six Sigma?, McGraw-Hill, New York, NY.
13. Higgins, K.T. (1998), "The value of customer value analysis: customer value analysis becomes the starting point in marketing research", Marketing Research, Vol. 10 No. 4, pp. 39-44.
14. Juran, J.M. (1951), Quality Control Handbook, McGraw-Hill Book Company, New York, NY.
15. Juran, J.M. (1962), Quality Control Handbook, 3rd ed., McGraw-Hill, New York, NY.
16. Kano, N. (2001), "Life cycle and creation of attractive quality", in Park Dahlgaard, S.M. and Dahlgaard, J.J. (Eds), Building People and Organisation Excellence, Proceedings of the 4th QMOD conference, Linköping, Sweden, pp. 18-36.
17. Khalifa, A.S. (2004), "Customer value: A review of recent literature and an integrative configuration", Management Decision, Vol. 42 No. 5, pp. 645-66.
18. Liu, A.H., Leach, M.P. and Bernhardt, K.L. (2005), "Examining customer value perceptions of organizational buyers when sourcing from multiple vendors", Journal of Business Research, Vol. 58 No. 5, pp. 559-68.
19. Mochimoto, T. and Ohfuji, T. (2005), "A study on quality corresponding to price", in JUSE (Ed.), Quality Evolution - Way to Sustainable Growth, Proceedings of International Conference on Quality, Tokyo-Japan, II-5, pp. 1-12.
20. Moussatche, H. and Languell, J. (2001), "Flooring materials - life cycle costing for educational facilities", Journal of Facilities, Vol. 19 No. 10, pp. 333-43.
21. Nicholls, J. (1993), "Customer value in four steps", TQM Magazine, Vol. 5 No. 6, pp. 49-53.
22. Oh, H. (1999), "Service quality, customer satisfaction, and customer value: A holistic perspective", Hospitality Management, Vol. 18, pp. 67-82.
23. Padula, G. and Busacca, B. (2005), "The asymmetric impact of price-attribute performance on overall price evaluation", International Journal of Service Industry Management, Vol. 16 No. 1, pp. 28-54.
24. Setijono, D. (2005), "The concept of proactive quality cost: understanding quality costs in a value-context", in JUSE (Ed.), Quality Evolution - Way to Sustainable Growth, Proceedings of International Conference on Quality (ICQ), Tokyo, IV-12, pp. 1-13.
25. Simpson, P.M., Siguaw, J.A. and Baker, T.L. (2001), "A model of value creation", Journal of Industrial Marketing Management, Vol. 30, pp. 119-34.
26. Spitteri, J.M. and Dion, P.A. (2004), "Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries", Industrial Marketing Management, Vol. 33, pp. 675-87.
27. van der Haar, J.W., Kemp, R.G.M. and Omta, O. (2001), "Creating value that cannot be copied", Industrial Marketing Management, Vol. 30, pp. 627-36.
28. Wood, N. (2004), "Customer value: Applying the first principle of lean", Management Services, Vol. 48 No. 3, pp. 14-17.