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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
Matthew D. Johnson
€ 49.99
€ 39.21
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Description for Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
Hardcover. In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers. Series: University of Michigan Business School Management S. Num Pages: 240 pages, Illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational; (UP) Postgraduate, Research & Scholarly; (UU) Undergraduate. Dimension: 232 x 154 x 23. Weight in Grams: 540.
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive ... Read more
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive ... Read more
Product Details
Format
Hardback
Publication date
2000
Publisher
John Wiley & Sons Inc United States
Number of pages
240
Condition
New
Series
University of Michigan Business School Management S.
Number of Pages
240
Place of Publication
New York, United States
ISBN
9780787953102
SKU
V9780787953102
Shipping Time
Usually ships in 7 to 11 working days
Ref
99-50
About Matthew D. Johnson
MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has ... Read more
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