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Improving Customer Satisfaction, Loyalty, and Profit

Hardcover • 2000 • English • 1. edition

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

By Matthew D. Johnson, Anders Gustafsson

0 Ratings • 0.0 of 5

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About the book

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 ...Show more

Business ethics and social responsibility
Sales and marketing
Organizational theory and behaviour

Book details

ISBN

9780787953102

Publisher

Jossey-Bass

Published year

2000

Language

English

Edition

1

Original title

Improving Customer Satisfaction, Loyalty, and Profit

Format

Hardcover

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