Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson
Materialtyp: TextSerie: University of Michigan Business School management seriesUtgivningsinformation: San Francisco, Calif. : Jossey-Bass, 2000Utgåva: 1. edBeskrivning: xv, 214 s. : illISBN:- 0-7879-5310-5
- 658.812 21
Exemplartyp | Aktuellt bibliotek | Avdelning | Hyllsignatur | Status | Förfallodatum | Streckkod | Exemplarreservationer | |
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Bok | Högskolan Väst Övre plan (3rd floor) | Våning 3 | 658.812 Johnson | Tillgänglig | 6005320008744 |
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