Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
著者
書誌事項
Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
（University of Michigan Business School management series）
Jossey-Bass, c2000
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注記
Includes bibliographical references and index
収録内容
- 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