Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson
(University of Michigan Business School management series)
| Publisher | San Francisco : Jossey-Bass |
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| Year | c2000 |
| Authors | *Johnson, Michael D. (Michael David) Gustafsson, Anders |
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| Location | Volume | Call No. | Barcode No. | Status | Comments | ISBN | Printed | Restriction | Reserve |
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| Library Main Building 3rd fl. (Foreign Books) |
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6750:154 | 120007133H |
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| Material Type | Books |
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| Size | xv, 214 p. : ill. ; 24 cm |
| 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 |
| Notes | Includes bibliographical references and index |
| Subjects | LCSH:Consumer satisfaction LCSH:Customer loyalty LCSH:Customer relations |
| Classification | NDC9:675.2 LCC:HF5415.335 DC21:658.8/12 |
| Language | English |
| ID | 0000413031 |
| ISBN | 0787953105 |
| NCID |
BA50773828 
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