Table of Contents: Improving customer satisfaction, loyalty, and profit :

Main Author:	Johnson, Michael D
Other Authors:	Gustafsson,
Published:	San Francisco: Jossey-Bass, c2000..
Edition:	1st ed..
Series:	The University of Michigan Business School management series
Subjects:	Customer relations. Customer loyalty. Consumer satisfaction.

Table of Contents:

Creating a customer measurement and management system
Strategy and planning
Building the lens of the customer
Building the quality-satisfaction-loyalty survey
From data to information : analyzing quality, satisfaction, loyalty, and profit data
From information to decisions : priority setting and implementation.