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" Customer satisfaction research management : "


Document Type : BL
Record Number : 638686
Doc. No : dltt
Main Entry : Allen, Danica R.,1959-
Title & Author : Customer satisfaction research management : : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations /\ Derek R. Allen
Publication Statement : Milwaukee :: ASQ Quality Press,, 2004
Page. NO : xv, 248 p. :: ill. ;; 24 cm
ISBN : 0873895932 (hard cover, casebound)
Notes : "American Society for Quality."
Bibliographies/Indexes : Includes bibliographical references (p. 233-238) and index
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
Subject : Consumer satisfaction-- Research
Subject : Customer loyalty-- Research
Subject : Customer services-- Quality control-- Research
Subject : Customer services-- Management-- Research
Subject : Marketing research-- Management
Dewey Classification : ‭658.8/343‬
LC Classification : ‭HF5415.335‬‭.A432 2004‬
: ‭HF5415.335‬‭.A432 2004‬
Added Entry : American Society for Quality
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