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Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson

By: Contributor(s): Material type: TextSeries: University of Michigan Business School management seriesPublication details: San Francisco, Calif. : Jossey-Bass, 2000Edition: 1. edDescription: xv, 214 s. : illISBN:
  • 0-7879-5310-5
Subject(s): DDC classification:
  • 658.812 21
Contents:
Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation
Summary: Content Description Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation. Publisher Fact Sheet Gives companies a five-stage plan for reuniting the key measures of customer satisfaction with marketing strategy & product development to ensure excellent customer service
Holdings
Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Book Högskolan Väst Övre plan / Upper floor 658.812 Johnson Available 6005320008744
Total holds: 0

S. 199-205: Notes

Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation

Content Description Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation. Publisher Fact Sheet Gives companies a five-stage plan for reuniting the key measures of customer satisfaction with marketing strategy & product development to ensure excellent customer service