Step 2b Customer value analysis

Customer value is the customer-perceived benefit gained from a product/service compared with the cost of purchase. In order to measure customer value, we need to understand what aspects of a product or service it is that a customer values Qohnson and Scholes, 2002). Here, we are primarily interested in aspects of customer value which impact on logistics strategy. Two aspects in particular relate to buying behaviours  

Customer value is assessed by means of a questionnaire to measure customer views of these aspects in terms of  

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