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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
Improving Customer Satisfaction Loyalty and Profit An Integrated Measurement and Management System
Author: Michael D. Johnson, Anders Gustafsson
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...  more »
ISBN-13: 9780787953102
ISBN-10: 0787953105
Publication Date: 8/1/2000
Pages: 144
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Publisher: Jossey-Bass
Book Type: Hardcover
Members Wishing: 0
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