Index

absolute value, 7

Airbnb, 42

artificial intelligence (AI), 66, 107, 116, 120–121

attitudes, 19

attractology, 81–82

attribute tree, 25–27, 55. see also customer value attribute tree

awareness, 60

aware of value, 13–15

Beer makers, 66

beneficiary, 44–45

Bill of Rights, 59, 61–64

bioinspiration, 9

bottom of the pyramid (BOP), 15

entrepreneurs at, 113

boundaries of value, 41–44

brain drain, 11

brand equity, 18, 55–57

brand value, 75

B-school program, 88

business dilemmas, 89–90

business ecosystem, 39–40

business value, 41–44

classic business/social ecosystem, 44–46

value added and value creation, 40–41

Business for Social Responsibility (BSR), 128–129

business school, 88, 110, 131

business value, 41–44

capitalism, 112

capital system for sustainability, 126–128

CEO Force for Good, 111–112

Chief Customer Value Creator, 85

Chief Employee Value Creator, 85

Circle of Promises, 63–64

Cisco Systems, 118

classic business/social ecosystem, 44–46

co-creation, value, 4, 55, 67, 100, 115, 139–140

company, value creation, 86–88

conscious capitalism, 30, 78, 105

connect and develop, 114–115

consumption, 100

Continuous Customer Improvement Program (CCIP), 61, 63

corporate social responsibility (CSR), 30

correlation, 79

cost, 71–72

creating value, 16–18

creating value for yourself, 2, 16–20, 51, 147

creation and destruction of value

customer, 47

ecosystem, 46

customer-centric circles, 58–61

customer experience, 146

customer journey, 45

customer lifetime value, 6

customer obsession/success, 69–71

customers, 65–69

Bill of Rights, 59, 61–64

Circle of Promises, 63–64

customer strategy, 58

customer success, 146

Customer Success Association, 70

customer value, 6

customer value added (CVA), 6, 24–25, 142–143

customer value attribute tree, 71–73

brand value, 75

knowledge, 76

sub-attributes, 73

of benefits, 73–74

components of, 74

of image, 74–75

customer value creation, 27–28

principles of, 28–30

Customer Value Foundation, 105, 147

Customer Value Index, 85

Customer Value Management, 61

CVS Pharmacy, 65–66

definition of Value creation, 5

democratization, 115, 118

digital transformation/technology, 118–119

digitization and virtualization of education, 136

dilemmas, 89–90, 92

ethical and social, 92–95

pricing, 89–90, 92

disruption, 12–13

life and VI, 103

seeds of, 101–103

and value, 90–95, 97–101

value tree, 90–91

Do Not Annoy (DNA) factors, 61

ecosystem, 46

education, 131–138

value creation in, 134–135

educational philosophy, 135

education and B-school paradigm, 88

education and technology, 136–138

education, purpose of, 4

eight principles of value creation, 1–3

elements of value, 8, 9

emotional intelligence, 120–121

employees, 53–58

employee value added (EVA), 25, 54

energy, 119

entrepreneurs, 113

ethical dilemmas, 92–95

ethics and traits, 51

everything-as-a-service (XaaS), 118

executives, 47–48

“Expanding Role of Sustainability Leadership,” 129

experts value proficiency, 125

extrapreneurs, 113

extrinsic value, 8

Facebook, 54, 79–80, 103

faculty members, 134–135

financial capital, 128

5 R’s, 127

flexibility, principles of, 51, 77

FlixBus, 13

flourishing business (FB), 70

Forum for the Future, 127

frontline people, 58, 59, 60

Future of Employment, 119

futurists, 129

Google, 79

Google Nest, 76

Google Search, 103

government, 126

GST (Goods and Services Tax), 26

happiness, 20–23

Harvard Business Review (HBR), 108, 110

health and value, 39

Helsinki University, 99

hotel courtesy, 68

human capital, 127

Human-to-Human (H2H) system, 1

IBM, 114

IBM Watson technology, 66

idea generators, 124

inclusive capitalism, 112

Indian Institutes of Management, 11

Indian Institutes of Technology, 11

innovation network, 124, 125

innovation, value creation and, 122–126

Insight: Value Creation, 98

integrated value, 30–31, 78

measurement, 79–80

shareholder value, 80–81

integrity and honesty, 51

Internet, 122

intrinsic value, 7, 8

knowledge and value, 76

Kotler’s principles of marketing, 37–38

Larry’s Letter, 49–50

latent value, 7–8, 12

leaders, 50–53, 128–129

leadership and value, 48–50

life and VI, 103

M&A and value, 99–100

McKinsey, 80, 87, 110, 121, 122, 124–125

Makiguchi, 107

Mahajan task matrix, 144, 145

manufactured capital, 128

manufacturing, 76–77

marketing, principles of, 37–38

Masters in Value Creation (MVC), 88

measurement of value, 24–27

money, value of disruption, 102–103

morality and legality, 144–146

morals and ethics, 50

motivation, 43

natural capital, 127

9/11 terrorists, 98

non-Value-added tasks, 140–144

nuances of value, 7–8

Olam International, 111

Olam Livelihood Charter (OLC), 111

Pareto improvement, 139

partners/supply chain value and, 64–65

perception of value, 13–15

personalization and customization, 67

philanthropy, 30

Ple, Loic, 139

potential value, 12

price justification, 146

principle of reciprocity, 113

Procter & Gamble (P&G), 114–115

productivity declined, 122

Project Data Sphere, 12

Pursuit of Happiness, 21

reality vs. perception, 82

return on investment (ROI), 108

Rolls-Royce engines, 13

Roser, Max, 105–106

safety, 68

self-driving cars, 42

self-esteem and awareness, 59–60

Service-Dominant Logic (SDL), 1, 4

shareholder value, 80–81

Shinkansen train, 43

6A’s (awareness, ability, anticipation, agility, ambidextrousness, and attitude), 18, 24, 39, 60, 133

6Ds, 115

skilling and employment, 119

smartphones, 71

social capital, 127

social dilemmas, 92–95

social improvements, 105, 106

social media, 113–114

social network analysis (SNA), 114

society, 77–78, 107

Soka education, 135

Soka Gakkai, 107

sport utility vehicles (SUVs), 70–71

stated vs. implied weights, 68–69

Stitch Fix, 67

sub-attributes, 73

of benefits, 73–74

components of, 74

of image, 74–75

surplus value, 7

sustainability, 108–112

capital system for, 126–128

framework for, 112

technology and, 121–122

talent to value (T2V), 53

technology, 116–119

education and, 136–138

and sustainability, 121–122

technology and innovation, 123

Total Customer Value Management, 61, 147

traits, 51

transformational leadership, 70

transient value, 35

Triple Bottom Line, 127

trust, 54, 57

Uber, 42

uncertainty, 89

University of Cincinnati design labs, 115

value, 5–6, 15–16, 18

and attitudes, 19

creation, 16–20

and education, 131–138

elements of, 8, 9

for employees, 53–58

and government, 126

of happiness, 20–23

and leadership, 48–50

and manufacturing, 76–77

measurement of, 24–27

mind of the perceiver, 33–34

nuances of, 7–8

and partners/supply chain, 64–65

and society, 107

transient, 35

value added and value creation, 40–41

value-added employee, 55

value-adding tasks, 143–144

value and customers, 65–69

value and disruption, 90–95, 97–101

life and VI, 103

seeds, 101–103

value and education, 4, 16, 88, 119–120, 124, 131–138

value and you, 15–18

value-based leadership, 51

value boundaries, 40

value circles, 6

value co-destruction, 139, 140

value constellations, 146

value creation, 5, 16–20, 131–133

benefits of, 85–88

definition, xvi

and dilemmas, 92

in education, 134–135

eight principles of, 1–3

and innovation, 122–126

in society, 77–78

Value Creation Centers, xvii, 133

value creation company, 85

Value Creation: The Definitive Guide for Business Leaders, 1

Value Creation Councils, 133

value creators, 128

value destruction, 139–146

value dissipation/destruction, 22–23

Value Dominant Logic, xvii

value ecosystem, 41

value exists, 7

value imperative (VI), 1, 3–4, 11, 12, 33, 37, 40, 43, 44, 67, 105, 118–119, 129, 145, 146

education, 138

and frontline, 58

life and, 103

and value perception, 35

value reemerging and, 24

and value waiting to happen, 13–15

value journey, 44–45, 63, 65, 146

value map, 82–84

value perception, 35

value proposition, 72

value pyramid, 9

value reemerging, 23–24, 146

and VI, 24

value starvation, 3, 58, 90, 139, 145

value and society, 107

value waiting to happen, 2, 8–12, 16, 23, 24, 39, 78, 100

business value boundaries and, 41–42

disruption and, 12–13

VI and, 13–15, 31, 44

values, 3, 18–20, 107, 146

vs. attitudes, 19

creating culture of, 3

culture and, 67

as customer value creation principle, 29

definition of, xvi

dilemmas/decision making and, 89–95

employee, 54

leaders must have, 50–53

VI and, 4, 138

value, happiness and, 20–24

value destruction and, 141

Values, Beliefs, and Attitudes (VBA), 51–52

value-in-exchange, 10

virtual reality (VR), 118

Visser, Wayne, xvi, 112, 126

Walmart, 109

Walt Disney Company, 110–111

waterfall of needs, 146

well-being, 22

World Economic Forum, 123, 125

zero complaints, 65