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Record Nr. |
UNINA9910786265703321 |
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Autore |
Allen Danica R. <1959-> |
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Titolo |
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen |
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Pubbl/distr/stampa |
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Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 |
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©2004 |
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ISBN |
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0-87389-335-2 |
600-00-4729-0 |
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Descrizione fisica |
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1 online resource (264 p.) |
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Disciplina |
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Soggetti |
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Consumer satisfaction - Research |
Customer loyalty - Research |
Customer services - Quality control - Research |
Customer services - Management - Research |
Marketing research - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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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. |
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