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Rating: 
Summary: One of the best books on CV
Review: Agree with the comment of the former reviewer. Books also misses some major distinction between the value customers expect (core value) and additional factors (add-on value). It is important for practice and academia to identify the antecedents of value (the outcomes are pretty clear).
Rating: 
Summary: Would help if authors updated their work
Review: Although dated as some of the other reviewers have pointed out this is the book on customer value that I constantly get back to. If there are better and more recent ones, I'd like to know because I have many and none presents the concepts in a better way. It shows how to qualify and quantify value and satisfaction, and put all this into a framework that is a compelling case for instilling more customer value discipline into our organizations. You are left wondering why so many organizations are not applying these concepts. This is the first book and maybe the only book you'll need on the subject. Highly recommended.
Rating:
Summary: Does any one read this book outside Knoxville, TN?
Review: HELP! We have Sarah Gardial as the Head of the MBA Program at UTK and boy, does she love selling her garbage to customers who have no choice and who see no value in this book.If you have a choice, avoid this book!
Rating:
Summary: Would help if authors updated their work
Review: Many of the authors' examples are a decade or so old. The theory and implications in the light of new findings have not been updated in over a decade. Tie into this a lack-lustre style and you have a book you can safely leave out of consideration -- except it seems in Knoxville, TN, where the authors teach (and the students buy?)
Rating:
Summary: Garbage!
Review: Not updated in years. Tedious reading from a couple of academics with obviously little knowledge of business. Pass on this one!
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