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

Matthew D. Johnson

ISBN 10: 0787953105 / ISBN 13: 9780787953102

Published by John Wiley & Sons Inc, 2000

About this Item

In this title the authors offer a five-stage process that links the key elements of customer satisfaction measurement with market strategy and product development for business success. It shows managers how to develop a good relationship with their customers. Series: University of Michigan Business School Management S. Num Pages: 240 pages, Illustrations. BIC Classification: KJSU. Category: (P) Professional & Vocational; (UP) Postgraduate, Research & Scholarly; (UU) Undergraduate. Dimension: 232 x 154 x 23. Weight in Grams: 540. . 2000. 1st Edition. Hardcover. . . . . Books ship from the US and Ireland.

Seller Inventory # V9780787953102

Bibliographic Details

• Title: Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
• Publisher: John Wiley & Sons Inc
• Publication Date: 2000
• Language: English
• ISBN 10: 0787953105
• ISBN 13: 9780787953102
• Binding: Hardcover
• Condition: New

About this title

Synopsis

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.

About the Author

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.