Cultivating Value Creation. (May 2022)

• Record Type: Journal Article
• Authors: Davidow, Moshe
• Is Part Of: Journal of creating value. Volume 8:Number 1(2022)
• Page Start: 58
• Page End: 70
• Publication Date: 2022-05
• Subjects: Value creation -- customer centricity -- complaint handling -- organizational performance -- service design; Customer services -- Periodicals; Customer relations -- Management -- Periodicals; Consumer satisfaction -- Periodicals; 658.812
• DOI: 10.1177/23949643221096927
• Languages: English
• ISSNs: 2394-9643

Abstract

This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.