Improving Customer Satisfaction, Loyalty, and Profit
An Integrated Measurement and Management System
Most companies understand that customer satisfaction and loyalty are essential to their success. But few companies know how to link their customer's needs with their organization's processes to create the best customer experience possible. Instead, they erect walls between their customer service department and their other organizational functions.Improving Customer Satisfaction, Loyalty, and Profit shows managers how to break down these walls, find out what their customers want, and use that information to produce the kinds of products and services that will keep them coming back.Michael Johnson and Anders Gustafsson have been instrumental in…
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Produktdetails
Weitere Autoren: Gustafsson, Anders
- ISBN: 978-0-7879-5310-2
- EAN: 9780787953102
- Produktnummer: 19161004
- Verlag: John Wiley & Sons Inc
- Sprache: Englisch
- Erscheinungsjahr: 2000
- Seitenangabe: 240 S.
- Masse: H23.2 cm x B15.4 cm x D2.3 cm 540 g
- Gewicht: 540
- Sonstiges: Undergraduate
Über den Autor
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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