Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System

Author:   Matthew D. Johnson (University of Michigan Business School) ,  Anders Gustafsson (University of Karlstad, Sweden) ,  Michael D.
Publisher:   John Wiley & Sons Inc
ISBN:  

9780787953102


Pages:   240
Publication Date:   17 October 2000
Format:   Hardback
Availability:   Out of stock   Availability explained
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System


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Overview

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 customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Full Product Details

Author:   Matthew D. Johnson (University of Michigan Business School) ,  Anders Gustafsson (University of Karlstad, Sweden) ,  Michael D.
Publisher:   John Wiley & Sons Inc
Imprint:   Jossey-Bass Inc.,U.S.
Dimensions:   Width: 15.70cm , Height: 2.30cm , Length: 23.80cm
Weight:   0.411kg
ISBN:  

9780787953102


ISBN 10:   0787953105
Pages:   240
Publication Date:   17 October 2000
Audience:   College/higher education ,  Professional and scholarly ,  Undergraduate ,  Postgraduate, Research & Scholarly
Format:   Hardback
Publisher's Status:   Active
Availability:   Out of stock   Availability explained
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.

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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 consulted with Volvo and other companies and is the author of two books on customer satisfaction.

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