Research Catalog
Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
- Title
- Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.
- Author
- Johnson, Michael D. (Michael David)
- Publication
- San Francisco : Jossey-Bass, c2000.
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| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
| Text | Request in advance | JBE 00-3168 | Offsite |
Details
- Additional Authors
- Gustafsson, Anders, 1964 May 3-
- Description
- xv, 214 p. : ill. ;c 24 cm.
- Series Statement
- The University of Michigan Business School management series
- Subjects
- Bibliography (note)
- Includes bibliographical references (p. 199-205) and index.
- 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.
- Call Number
- JBE 00-3168
- ISBN
- 0787953105
- LCCN
- 00009245
- OCLC
- vendor
- Author
- Johnson, Michael D. (Michael David)
- Title
- Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.
- Imprint
- San Francisco : Jossey-Bass, c2000.
- Edition
- 1st ed.
- Series
- The University of Michigan Business School management series
- Bibliography
- Includes bibliographical references (p. 199-205) and index.
- Added Author
- Gustafsson, Anders, 1964 May 3-
- Research Call Number
- JBE 00-3168