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RESEARCH HYPOTHESIS DEVELOPMENT
RESEARCH DESIGN AND METHODOLOGY
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Accepted Accounting Principles activities Added of firm advantage based American Customer Satisfaction analysis assets coefficients Company competitive advantage Consumer consumption experience Corporation cost advantage cost and differentiation cost of capital Customer Satisfaction Index customer satisfaction levels customer satisfaction measures Day and Wensley Dependent Variable differentiation advantage differentiation strategy economic and accounting Economic Value Added effects empirical estimate EVA and MVA evaluating expected financial measures firm performance firm strategy firm value firm's Fomell Fornell High ACSI High EVA high levels Hypothesis important increase indicators industry intangible investment Kmart level of MVA levels of customer Low ACSI Low EVA loyalty market share Market Value Added matrix multicollinearity non-financial measures Partial Least Squares PepsiCo perceived performance measures predictor profitability provides proxy quadrant reflects regression relationship between customer repurchase satisfied customers superior Sustainable Competitive Advantage Switching barriers value created value creation