工商管理专业英语unit10.ppt

Business School of Nankai University Unit 10 Defining Customer Value and Satisfaction 作者 南开大学 商学院 李桂华 Glossary array: n. An impressively large number, as of persons or objects: 大量 ，令人瞩目的大数量，如人或物 mobility: n. The quality or state of being mobile. 易动性易动的性质或状态 bulldozer: n. A heavy, driver-operated machine for clearing and grading land, usually having continuous treads and a broad hydraulic blade in front. 推土机用来清除和平整土方的重型的，驾驶操作的机器，常有连续的履带，前部有宽的液压铲刀 accompanying: adj. 陪伴的, 附随的 offset: v. To counterbalance, counteract, or compensate for: 平衡、中和或补偿： nonmonetary: adj. 非货币的,非金融的 assessment: n. The act of assessing; appraisal. 评估，估价, 估价的行为；评估 Glossary apparent: adj. Readily understood; clear or obvious. 显然的；明明白白的 augment: v. To make (something already developed or well under way) greater, as in size, extent, or quantity: 扩大，增加，加强使（已经发展的或稳妥进行的事物）在尺寸、程度或数量方面增大： dissatisfied: adj. Feeling or exhibiting a lack of contentment or satisfaction. 不满意的，不高兴的感觉或流露不满意或不满足的 consistently: adv. 一贯地， 一向， 始终如一地 vow: v. To declare or assert: 宣称或断言： switch: v. To shift, transfer, or divert 改变转变、转移或改换 affinity: n. A natural attraction or feeling of kinship. 共鸣，吸引自然的吸引或亲密的感情 monitor: v. To test or sample on a regular or ongoing basis: 测试，取样定期和持续地监测并进行抽样调查 compare: v. To draw comparisons. 比较，区别 durable: adj. Lasting; stable: 持久的；稳定的 anticipated: adj. 预先的 Key Terms and Concepts Customer delivered value: The consumer’s assessment of the product’s overall capacity to satisfy his or her needs. The difference between total customer value and total customer cost of a marketing offer—“profit” to the customer. Total customer value: The total of all of the product, services, personnel, and image values that a buyer receives from a marketing offer. Total customer cost: The total of all the monetary, time, energy, and psychic costs associated with a marketing offer. Text More than 35 years ago, Peter Drunker insightfully observed that a company’s first task is “to create customers.” However, creating cu