Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson

Author: Johnson, Michael D. (Michael David)
Published: San Francisco : Jossey-Bass, [2000]
Copyright Date: ©2000
Edition: 1st ed.
Physical Description: xv, 214 pages : illustrations ;c 24 cm.
Additional Creators: Gustafsson, Anders, 1964-

Availability

Finding items...

Series

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(s)

ISBN

0787953105

Bibliography Note

Includes bibliographical references (pages 199-205) and index.

View MARC record | catkey: 2096259