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- catalog contributor b8939932.
- catalog created "c1995.".
- catalog date "1995".
- catalog date "c1995.".
- catalog dateCopyrighted "c1995.".
- catalog description "Choice Outstanding Academic Books and Nonprint Materials".
- catalog description "Includes bibliographical references (p. 165-171) and index.".
- catalog description "The myth of customer satisfaction -- Customer satisfaction vs. customer retention -- The six failures and five cures of customer product and service performance measurement -- Evaluating latent and registered complaints -- Identifying customer needs, expectations, and problems and gauging their impact -- Customer-provider gaps -- What is the competition doing? -- Planning for research, developing research instruments, and meaningfully reporting customer service research -- Customer retention modeling -- Effectively deploying customer data throughout the organization -- Kaizen and the Japanese approach to customer retention: lessons for U.S. business -- Customer retention and its role in total quality and the continuous improvement process.".
- catalog extent "xxi, 179 p. :".
- catalog hasFormat "Customer retention.".
- catalog identifier "0873892577 (acid-free paper)".
- catalog isFormatOf "Customer retention.".
- catalog issued "1995".
- catalog issued "c1995.".
- catalog language "eng".
- catalog publisher "Milwaukee, Wis. : ASQC Quality Press,".
- catalog relation "Customer retention.".
- catalog subject "658.8/12 20".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "HF5415.32 .L69 1995".
- catalog tableOfContents "The myth of customer satisfaction -- Customer satisfaction vs. customer retention -- The six failures and five cures of customer product and service performance measurement -- Evaluating latent and registered complaints -- Identifying customer needs, expectations, and problems and gauging their impact -- Customer-provider gaps -- What is the competition doing? -- Planning for research, developing research instruments, and meaningfully reporting customer service research -- Customer retention modeling -- Effectively deploying customer data throughout the organization -- Kaizen and the Japanese approach to customer retention: lessons for U.S. business -- Customer retention and its role in total quality and the continuous improvement process.".
- catalog title "Customer retention : an integrated process for keeping your best customers / Michael W. Lowenstein.".
- catalog type "text".