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Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system /

By: Contributor(s): Material type: TextSeries: The University of Michigan Business School management seriesPublication details: San Francisco : Jossey-Bass, c2000.Edition: 1st edDescription: xv, 214 p. : ill. ;c 24 cmISBN:
  • 0787953105
Subject(s): DDC classification:
  • 658.8/12 21
LOC classification:
  • HF5415.335 .J64 2000
Online resources:
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.
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Books Murang'a University of Technology Library General stacks HF5415.335 .J64 2000 (Browse shelf(Opens below)) Available 027960

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

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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