Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.
Johnson, Michael D. (Michael David); Gustafsson, Anders, 1964-
2000
HF5415.335 .J64 2000 (Mapit)
Available at General Collection

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Title Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.
Author Johnson, Michael D. (Michael David)
Edition 1st ed.
ISBN 0787953105
Publication Details San Francisco : Jossey-Bass, c2000.
Language English
Description xv, 214 p. : ill. ; 24 cm.
Call Number HF5415.335 .J64 2000
Dewey Decimal Classification 658.8/12
Bibliography, etc. Note Includes bibliographical references (p. 199-205) and index.
Added Author Gustafsson, Anders, 1964-
Series The University of Michigan Business School management series
Record Appears in On-Campus Resources > Books
All Resources
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.

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