Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
Derek R. Allen
| Year of publication: |
c2004
|
|---|---|
| Authors: | Allen, Derek R. |
| Publisher: |
Milwaukee, Wis. : ASQ Quality Press |
| Subject: | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
| Description of contents: | Table of Contents [gbv.de] ; Table of Contents [loc.gov] |
| Extent: | XV, 248 S graph. Darst 24 cm |
|---|---|
| Type of publication: | Book / Working Paper |
| Language: | English |
| Notes: | "American Society for Quality." Includes bibliographical references (p. 233-238) and index Customer satisfaction, retention, and profitability -- Tracking and reporting customer satisfaction metrics -- Linking CSM to management incentives : theoretical foundation -- Linking CSM to management incentives : quantitative approaches -- Implementing key driver results -- CRM and customer satisfaction -- Linking customer satisfaction to business outcomes -- Managing global customer satisfaction programs -- Linking customer feedback to business processes -- Creating and managing loyalty segments |
| ISBN: | 0-87389-593-2 |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10001921717