This page contains enriched content visible when JavaScript is enabled.
My Account
Library Home
Your session will expire automatically in
0
seconds.
Continue session
End session now
Save to My Lists
Export
Return to Browse
SearchType
Keyword
Title
Author (Last name first)
Subject
ISBN/ISSN
Call Number
Unit Code
Libraries Australia No.
Library of Congress No.
Search
Search Scope
Entire Collection
Print Books
E-books
All books
E-journals
All journals
Databases
All e-resources
Streaming Video
DVDs
Curriculum Resources
Deakin Theses
Special Collections
Melbourne Burwood
Warrnambool
Geelong Waterfront
Geelong Waurn Ponds
Limit search to available items
Previous Record
Next Record
  Permalink    
Author
Allen, Danica R., 1959- author.
Title
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / Derek R. Allen
Published
Milwaukee, Wisconsin : ASQ Quality Press, 2004
©2004
Click on the following:
ProQuest Ebook Central
Copies
Description
1 online resource (264 pages) : illustrations
Contents
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
Bibliography
Includes bibliographical references and index
Notes
Print version record
Subject
Consumer satisfaction -- Research
Customer loyalty -- Research
Customer services -- Quality control -- Research
Customer services -- Management -- Research
Marketing research -- Management
Consumer satisfaction -- Research
Marketing research -- Management
Form
Electronic book
Author
American Society for Quality.
ISBN
0873895932
9780873895934
  Permalink