Value disciplines: measuring customer preferences

Abstract

According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999). In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ) were developed. Opsomming Luidens die World Competitiveness Report: 1999 vaar Suid-Afrika swak ten opsigte van klientediens-lewering (Garelli, 1999). Om Suid-Afrikaanse organisasies te help met die identifisering van hulle kliente se waardevoorkeure, is drie skale wat gesamentlik die Klientevoorkeurvraelys (CPQ) genoem word, ontwikkel.