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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| Autore: |
Allen Danica R. <1959->
|
| Titolo: |
Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / / Derek R. Allen
|
| Pubblicazione: | Milwaukee, Wisconsin : , : ASQ Quality Press, , 2004 |
| ©2004 | |
| Descrizione fisica: | 1 online resource (264 p.) |
| Disciplina: | 658.8/343 |
| Soggetto topico: | Consumer satisfaction - Research |
| Customer loyalty - Research | |
| Customer services - Quality control - Research | |
| Customer services - Management - Research | |
| Marketing research - Management | |
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | 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. |
| Titolo autorizzato: | Customer satisfaction research management |
| ISBN: | 0-87389-335-2 |
| 600-00-4729-0 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910814777403321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |