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:
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.
Added Author: