... satisfaction Value chain Since its introduction in the 1990s, the “service profit chain” concept has been positively and widely received by industry and academia alike. Simply stated, the “service profit chain” advocates a mirror relationship between employee and customer satisfaction that can drive...

... moments, emotional involvement moments, and its value chain moments. Accordingly, a typology of customer loyalties is proposed as a function of high vs low levels of the three constitutive elements of TCE. Practical implications The loyalty ladder is a useful classification tool to monitor customer...

...Dennis A. Pitta; Michael V. Laric The supply chain concept aided marketing by highlighting relationships that form a network of firms creating products for consumers. It helped change the focus from individual transactions to a more comprehensive view of the entire system. The value chain concept...

...Dennis A. Pitta; Frank J. Franzak; Michael W. Little The value and supply chain is an emerging pathway to marketing's emphasis on customers. It integrates a renewed focus on customer value and the economic and behavioral systems of the supply chain. Successful value chains can be developed...

...Morven G. McEachern; Monika J.A. Schröder Superior knowledge of customers’ perceptions of value is recognised as a critical success factor in today's competitive marketplace. Despite this, the voice of the consumer is often poorly integrated within the value chain, the UK fresh‐meat sector being...

...David Walters; Mark Rainbird The term “value chain” encompasses a variety of ideas and concepts. This paper identifies two major themes: a “macro” perspective of how markets operate and, at the other extreme, a process‐driven “micro” view of the individual firm itself. Focusing on the latter...

...Oswald A. Mascarenhas; Ram Kesavan; Michael Bernacchi Traditional marketing strategies assume that customers involve (e.g. search, assess, purchase, use) with products or services mostly at the end of their value chain as finished market offerings. This article challenges managers to invite target...

... any wrong decision can literally eliminate the company from the market. This paper attempts to analyse and present the strategic positioning process specific to small and medium‐sized biopharmaceutical firms in the UK. After discussing the specific characteristics of the value chain...