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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: TextTextSeries: 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
Item type Current library Collection Call number Status Date due Barcode Item holds
Book Högskolan Väst Övre plan (3rd floor) Våning 3 658.812 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

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