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Customer orientation and market action

Author: Michael D Johnson
Publisher: Upper Saddle River, N.J. : Prentice Hall, ©1998.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:

Illustrates the importance of understanding customer needs. By integrating research and application, this work helps both students and practitioners gain insights into customer characteristics and  Read more...

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Additional Physical Format: Online version:
Johnson, Michael D. (Michael David).
Customer orientation and market action.
Upper Saddle River, N.J. : Prentice Hall, ©1998
(OCoLC)756465755
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Michael D Johnson
ISBN: 0133286673 9780133286670
OCLC Number: 36245989
Description: xvi, 183 pages : illustrations ; 24 cm
Contents: I. Customer Orientation and Market Action --
1. A Customer Orientation --
2. Market Action --
3. Understanding and Anticipating Customer Needs --
II. The Purchase and Consumption Experience --
4. The Customer Experience Model --
5. Customers in the Market Place --
6. Customer Information Processing --
7. Customer Choice --
8. Customer Satisfaction and Priority Setting --
9. Macro Satisfaction and Firm Strategy --
III. Implementation and Quality Improvement --
10. Customer Orientation and the Design Function --
11. From Customer Satisfaction to Quality Improvement.
Responsibility: Michael D. Johnson.

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