Screen LibraryImproving customer satisfaction, loyalty, and profit：an integrated measurement and management system
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| Main Authors: | |
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| Group Author: | |
| Published: |
Jossey-Bass,
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| Publisher Address: | San Francisco |
| Publication Dates: | c2000. |
| Literature type: | Book |
| Language: | English |
| Series: |
The University of Michigan Business School management series |
| Subjects: | |
| Carrier Form: | xv, 214 p.: ill. ;c 24 cm. |
| ISBN: | 0787953105 |
| Index Number: | F713 |
| CLC: | F713.55 |
| Call Number: | F713.55/J681 |
| Contents: |
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. |