Customer Satisfaction Research Management : A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations.

By: Allen, Derek RContributor(s): Staff, American Society for QualityMaterial type: TextTextPublisher: Milwaukee : ASQ Quality Press, 2004Copyright date: ©2004Description: 1 online resource (264 pages)Content type: text Media type: computer Carrier type: online resourceISBN: Subject(s): Consumer satisfaction -- Research | Customer loyalty -- Research | Customer services -- Management -- Research | Customer services -- Quality control -- Research | Marketing research -- ManagementGenre/Form: Electronic books.Additional physical formats: Print version:: Customer Satisfaction Research Management : A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex OrganizationsDDC classification: 658.8/343 LOC classification: HF5415.335 -- .A432 2004ebOnline resources: Click to View
Contents:
Intro -- Contents -- List of Figures -- Preface -- Acknowledgments -- 1 Customer Satisfaction, Retention, and Profitability -- 2 Tracking and Reporting Customer Satisfaction Metrics -- 3 Linking CSM to Management Incentives: Theoretical Foundation -- 4 Linking CSM to Management Incentives: Quantitative Approaches -- 5 Implementing Key-Driver Results -- 6 CRM and Customer Satisfaction -- 7 Linking Customer Satisfaction to Business Outcomes -- 8 Managing Global CSM Projects -- 9 Linking Customer Feedback to Business Processes -- 10 Creating and Managing Loyalty Segments -- Appendix A Customer Satisfaction Data Analysis Tips -- Appendix B Useful Statistical Tests for Customer Satisfaction Research -- Glossary -- References -- Index.
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Intro -- Contents -- List of Figures -- Preface -- Acknowledgments -- 1 Customer Satisfaction, Retention, and Profitability -- 2 Tracking and Reporting Customer Satisfaction Metrics -- 3 Linking CSM to Management Incentives: Theoretical Foundation -- 4 Linking CSM to Management Incentives: Quantitative Approaches -- 5 Implementing Key-Driver Results -- 6 CRM and Customer Satisfaction -- 7 Linking Customer Satisfaction to Business Outcomes -- 8 Managing Global CSM Projects -- 9 Linking Customer Feedback to Business Processes -- 10 Creating and Managing Loyalty Segments -- Appendix A Customer Satisfaction Data Analysis Tips -- Appendix B Useful Statistical Tests for Customer Satisfaction Research -- Glossary -- References -- Index.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2018. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.

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