Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
by
Johnson, Michael D. (Michael David)
Title
:
Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
The University of Michigan Business School management series
Author
:
Johnson, Michael D. (Michael David)
Gustafsson, Anders, 1964-
ISBN
:
9780787953102
Personal Author
:
Johnson, Michael D. (Michael David)
Edition
:
1st ed.
Publication Information
:
San Francisco : Jossey-Bass, c2000.
Physical Description
:
xv, 214 p. : ill. ;c 24 cm.
Series
:
The University of Michigan Business School management series
Series Title
:
The University of Michigan Business School management series
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.
Subject Term
:
Consumer satisfaction.
Customer loyalty.
Customer relations.
Added Author
:
Gustafsson, Anders, 1964-