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E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/43945159 Title: Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system Author: Michael D Johnson; Anders Gustafsson Publisher: San Francisco : Jossey-Bass, ©2000. ISBN/ISSN: 0787953105 9780787953102 OCLC:43945159

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

Author:	Michael D Johnson; Anders Gustafsson
Publisher:	San Francisco : Jossey-Bass, ©2000.
Series:	The University of Michigan Business School management series
Edition/Format:	Book : English : 1st edView all editions and formats
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Material Type:	Internet resource
Document Type:	Book, Internet Resource
All Authors / Contributors:	Michael D Johnson; Anders Gustafsson Find more information about:
ISBN:	0787953105 9780787953102
OCLC Number:	43945159
Description:	xv, 214 p. : ill. ;c 24 cm.
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.
Series Title:	The University of Michigan Business School management series
Responsibility:	Michael D. Johnson, Anders Gustafsson.
More information:	Contributor biographical information Publisher description Table of Contents

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