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

Johnson, Michael D.; Gustafsson, Anders

ISBN 10: 0787953105 / ISBN 13: 9780787953102

Published by Jossey-Bass, 2000

About this Item

Very good overall. it has a library sticker on the inside
Binding is tight and square. Contents are crisp, clean, complete and undamaged.

Seller Inventory # ABE-1773339854928

Bibliographic Details

• Title: Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
• Publisher: Jossey-Bass
• Publication Date: 2000
• Language: English
• ISBN 10: 0787953105
• ISBN 13: 9780787953102
• Binding: Hardcover
• Edition: 1st Edition
• Condition: Very Good
• Dimensions: 2.3W x 15.65H x 23.75D centimeters 2.3 centimeters width by 15.65 centimeters height by 23.75 centimeters depth
• Weight: 476 grams
• Seller catalogs:
  • First Editions
  • Business

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.