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