Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system /

Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson.

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Online Access:	Access E-Book
Access Note:	Access to electronic resources restricted to Simmons University students, faculty and staff.
Main Author:	Johnson, Michael D. (Michael David)
Other Authors:	Gustafsson, Anders, 1964-
Format:	Electronic eBook
Language:	English
Published:	San Francisco : Jossey-Bass, ©2000.
Edition:	1st ed.
Series:	University of Michigan Business School management series.
Subjects:	Consumer satisfaction. Customer loyalty. Customer relations. Consommateurs > Satisfaction > Évaluation. Consommateurs > Fidélité > Évaluation. Relations avec la clientèle.

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Call Number:	HF5415.335 .J64 2000