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, [2000], ©2000.
Items in the Library & Off-site
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1 Item
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
| Text | Request in advance | HF5415.335 .J64 2000 | Off-site |
Holdings
Details
- Additional Authors
- Gustafsson, Anders, 1964-
- Description
- xv, 214 pages : illustrations ;c; 24 cm.
- Summary
- "By helping midlevel managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how to keep them happy."--BOOK JACKET.
- Series Statement
- The University of Michigan Business School management series
- Uniform Title
- University of Michigan Business School management series.
- Subjects
- Bibliography (note)
- Includes bibliographical references (p. 199-205) and index.
- Contents
- 1. Creating a Customer Measurement and Management System -- 2. Strategy and Planning -- 3. Building the Lens of the Customer -- 4. Building the Quality-Satisfaction-Loyalty Survey -- 5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty, and Profit Data -- 6. From Information to Decisions: Priority Setting and Implementation -- App. A. Ratorp Tire Company -- App. B. NACS Customer Satisfaction Survey -- App. C. Data Analysis in Practice.
- ISBN
- 0787953105
- LCCN
- 00009245
- OCLC
- ocm43945159
- SCSB-3971915
- Owning Institutions
- Columbia University Libraries