Claes Fornell
Claes Fornell
Claes Fornell is an expert on customer satisfaction measurement and asset measurement...
anyone compete customer difficult exception high influence level means power price pricing
Wal-Mart is an exception because it is able to have such pricing power and such influence over suppliers that it is difficult for anyone to compete on price. What it means for the customer is that price will make you buy, but it doesn't give you the same satisfaction as a high level of service.
break driving exception product quality seems service terms value virtually
We break it down in terms of value for money, product quality and service quality. For virtually all of these retailers, with the exception of Wal-Mart, it is really the service quality that seems to be driving the satisfaction.