Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
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| Published: |
San Francisco:
Jossey-Bass,
c2000..
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| Edition: | 1st ed.. |
| Series: | The University of Michigan Business School management series
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| Physical Description: | xv, 214 p.: ill.; 24 cm.. |
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| Bibliography: | Includes bibliographical references (p. 199-205) and index. |
| ISBN: | 0787953105 |