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Customer Service: Compiled by Dr. Kumkum Bharti For MBA 2020

This document discusses value from the customer's perspective in business. It touches on co-creating value with customers by understanding what they want through value-in-use, value-in-context, and value-in-achievement rather than just value-in-exchange. It also questions whether adding space beds would meet customer needs and how companies have stayed ahead of competition.

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Rajat Singh
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58 views4 pages

Customer Service: Compiled by Dr. Kumkum Bharti For MBA 2020

This document discusses value from the customer's perspective in business. It touches on co-creating value with customers by understanding what they want through value-in-use, value-in-context, and value-in-achievement rather than just value-in-exchange. It also questions whether adding space beds would meet customer needs and how companies have stayed ahead of competition.

Uploaded by

Rajat Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

Compiled by

CUSTOMER SERVICE Dr. Kumkum Bharti


For MBA 2020
JTBD

Focus: what ‘they’ want?


Meaning

Co-creation

Value-in exchange

VALUE Value-in-use

Value-in-context

Value-in-achievement
SIA
Do you think they need to add space beds?
How they stayed ahead of competition so far?

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