An Integrated Measurement and Management System
Edición de la obra Improving customer satisfaction, loyalty, and profit
| Autor | Michael D. Johnson, Anders Gustafsson |
|---|---|
| Editorial | Jossey-Bass |
| Fecha de publicación | August 1, 2000 |
| Idioma | inglés |
| Páginas | 144 |
| Formato | Hardcover |
| ISBN-13 | 9780787953102 |
| ISBN-10 | 0787953105 |
| OCLC | 43945159 |
| LCCN |
| 00009245 |
| Número de Cutter | J68i |
|---|
"By helping midlevel managers assemble specific estimates of how increased quality and customer loyalty will impact the bottom line, their process allows upper-level managers to allocate the resources necessary to build a truly customer-oriented company. And by cementing the links between products, patrons, and profits, their book highlights the core competencies companies need to create both happy customers and the organizational know-how to keep them happy."--BOOK JACKET.