Improving customer satisfaction, loyalty, and profit
Johnson, Michael D.
Primary Author
Gustafsson, Anders
Additional Author
mixed material
bibliography
San Francisco
Jossey-Bass
2000
en
English
xv, 214 p. : figs., app., notes, index ; 24 cm.
University of Michigan Business School Management
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 (booknews.com)
Customer Satisfaction
Customer loyalty
BTG
0787953105
Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen
BTG Joh
30440
General (General)
BTG Joh
5364
2001-02-02 00:00:00
2025-12-23 14:13:03
machine generated