chapter 4: customer perceived vaule

loyalty

a deeply held commitment to to rebuy or repatronize a preferred product or service in the future despite situational influences and marketing efforts have the potential to cause switching behaviors

value proposition

consists of the whole cluster of benefits the company promises to deliver

customer perceived value

is the difference between the prospective customers evaluation of all the benefits and costs of an offering and the perceived alternatives

total customer cost

is the perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychological costs.

total customer benefit

is the perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a given market offering because of the product, service, people, and image