Section 1. Introduction -- The marketing framework / Jodie Conduit and Mark Gabbott -- Defining value / Mark Gabbott -- Section 2. Understanding value -- Buyer behaviour / David Bednall -- Understanding value through marketing information / David Bednall -- Understanding value through segmentation and targeting / Mark Gabbott -- Section 3. Configuring value -- Defining the offering / Janine Hendry -- Creating a new offering / David Toleman -- Branding the offer / Colin Jevons -- Cost and price / Janine Hendry, Jodie Conduit and Mark Gabbott -- Section 4. Communicating value -- Communicating value / Sandra Luxton -- The marketing communication environment / Irene Powell -- Interaction and dialogue / David Ballantyne -- Section 5. Delivering value -- Delivering value through marketing channels / Chris Dubelaar -- Delivering value through supply chain management / Peter Dapiran -- People in the delivery of customer value / Don Bradmore -- Section 6. Managing value exchange -- A strategic view of the value exchange cycle / Felix Mavondo -- Assessing, planning and implementing the value / Ken Grant.