Description: Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System, Hardcover by Johnson, Michael D.; Gustafsson, Anders, ISBN 0787953105, ISBN-13 9780787953102, Brand New, Free shipping in the US Shows managers how to break down walls between the customer service department and other organizational functions, find out what customers want, and use the information to produce the kinds of goods and services that will keep customers coming back, with a five-stage process that establishes connections between marketing, sales, product development, and customer service departments. Johnson teaches business administration at the University of Michigan Business School. Gustafsson teaches business economics at the Service Research Center of Karlstad University, Sweden. Annotation c. Book News, Inc., Portland, OR ()
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Book Title: Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
Number of Pages: 240 Pages
Language: English
Publisher: Wiley & Sons, Incorporated, John
Topic: Marketing / General, Customer Relations, Management
Publication Year: 2000
Item Height: 0.9 in
Illustrator: Yes
Genre: Business & Economics
Item Weight: 14.5 Oz
Item Length: 9.4 in
Author: Matthew D. Johnson, Anders Gustafsson
Item Width: 6.2 in
Book Series: J-B-Umbs Ser.
Format: Hardcover
