Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.
Material type:
TextSeries: The University of Michigan Business School management seriesPublisher: San Francisco ; Jossey-Bass, c2000Edition: First editionDescription: xv, 214 pages : illustration ; 24 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 0787953105 [hardbound]Subject(s): Consumer satisfaction | Customer loyalty | Customer relationsDDC classification: Online resources: Contributor biographical information | Publisher description | Table of Contents | Item type | Current location | Call number | Status | Date due | Barcode |
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658.812 J63 2000 (Browse shelf) | Available | 3UCBL000022006 |
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| 658.812 D43 1991 Horizontal management : | 658.812 F57 2011 Inside real innovation : how the right approach can move ideas from R&D to market - and get the economy moving / | 658.812 F87 2004 The buzz : | 658.812 J63 2000 Improving customer satisfaction, loyalty, and profit : | 658.812 K45 2013 Likeable business : | 658.812 L96 2009 Customer service : | 658.812 N17 1993 Database marketing : |
Includes bibliographical references and index.
Contents: 1 Creating a customer measurement and management system -- 2 Strategy and planning -- 3 Building the lens of the customer -- 4 Building the quality-satisfaction-loyalty survey -- 5 From data to information : analyzing quality, satisfaction, loyalty, and profit data -- 6 From information to decisions : priority setting and implementation.
BSBA-Marketing Management
English
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