Managing Knowledge or Designing and Delivering Superior Customer Value

Managing Knowledge: Experts, Agencies and Organisations

Author: Steven Albert

This book explores the growing phenomenon of atypical work manifested in workforce flexibility, mobility, the feminization of professional employment, and technological changes. Albert and Bradley focus on an influential group of knowledge-based employees--experts--and show the way in which they are ushering in changes in the work environment by resorting to atypical employment arrangements that are enhanced by an agency system. Case studies are developed from companies including AT&T, the Hollywood film industry, London accounting firms, and specialized agencies such as Labforce and Knowledge Net.

Table of Contents:

	List of figures
	List of tables
	Introduction: the supply-side in context	1
Pt. 1	Expert employees and their new organization
1	Trends in the labour market	17
2	Adaptations in the labour market and the expert employee	36
3	From the firm to the agency	49
4	Expert agency employment as a facilitator of intellectual capital	64
5	The temporal advantages of agency work for the expert employee	82
6	Taking stock	98
Pt. 2	The labour market and the expert employee
7	AT&T's special employment policies for expert employees	107
8	An external temporary agency and expert employees	120
9	The Hollywood agency system	132
10	The Internet as an agent	144
11	Labour market segments re-examined	152
12	Agents and intellectual capital	160
App. A	Formal exposition of Winston model	169
App. B	Agency employment and search costs	173
	Notes	183
	References	197
	Index	209

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Designing and Delivering Superior Customer Value: Concepts, Cases and Applications

Author: Art Weinstein

Great companies don't just satisfy their customers, they strive todelight and amaze them. Designing and Delivering Superior Customer Value explains how to continually create customer experiences that exceed expectations. This turns buyers (try-ers) into lifetime customers
The emerging value paradigm is not only a new way to think about marketing, but a new business imperative in the 21st century. It is the strategic driver that differentiates great companies from the pack. Value connotes many meanings - yet, it is always defined by the customer
This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s). With the integrated management perspective used by the authors, you will understand how to blend the delivery of service and quality, together with pricing strategies to maximize the value proposition
Those companies that embrace customer-driven value-creating methods will gain a competitive edge in the 21st century, those that do not will experience declines. This exciting new book is a guide to retaining your existing customers and to gaining loyal new customers
Features

Booknews

Provides marketing practitioners, managers and executives, and scholars with a guide to designing, implementing, and evaluating a customer value strategy in service organizations. A foundation section examines critical business issues such a creating value, customer orientation, and relationship marketing. Each chapter provides discussion questions. A second section offers 19 detailed examples of how successful organizations create value for their customers, plus case questions. Three more sections consist of condensed articles, exercises, and a customer value audit. The authors are professors of marketing at Nova Southeastern University. Annotation c. Book News, Inc., Portland, OR (booknews.com)