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|About the Author||p. xvii|
|Customer Value-The Building Blocks|
|Customers Want Exceptional Value!||p. 3|
|Importance of Customer Value||p. 4|
|So, What Does Value Really Mean?||p. 4|
|Service, Quality, Image, and Price: The Essence of Customer Value||p. 6|
|Business Climate for Value Creation||p. 7|