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- catalog contributor b12963659.
- catalog contributor b12963660.
- catalog created "c2003.".
- catalog date "2003".
- catalog date "c2003.".
- catalog dateCopyrighted "c2003.".
- catalog description "From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard / Margit Huber and Joachim Scharioth -- 1. From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop / Massimo Leonardi -- 2. What makes TRI*M Methodology effective in improving quality? / Luigi Ciuti -- 3. Research on Czech Telecom Customer Retention / Petr Skokan -- 4. Haspa Quality -- from Customer Satisfaction to Customer Retention / Andreas Capell -- 5. Measuring organizational commitment in merging companies with NFO TRI*M / Enno Walther -- 6. Setting up a Customer Retention System for a major bank in Germany / Michael Schroth -- 7. Data Matching and Data Mining with EX*A*MINE: putting TRI*M results into immediate action / Ursula Becker, Gernot Hennig and Thomas Liehr -- 8. Company-specific deployment of TRI*M results / Hans-Jochen Bruckner -- 9. The Customer Retention Index as a marketing performance measurement tool for trade fairs / Alex Ulrich -- 10. Auditing firms today and tomorrow / Joachim Scharioth and Norma van den Berk -- 11. A memorable meeting / Rolf Hahn.".
- catalog description "Includes bibliographical references.".
- catalog extent "viii, 151 p. :".
- catalog identifier "3540002553 (alk. paper)".
- catalog issued "2003".
- catalog issued "c2003.".
- catalog language "eng".
- catalog publisher "Berlin ; New York : Springer,".
- catalog subject "658.8/12 21".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer loyalty.".
- catalog subject "Customer relations.".
- catalog subject "HF5415.5 .A267 2003".
- catalog subject "Total quality management.".
- catalog tableOfContents "From Customer Satisfaction via Stakeholder Management to the Balanced Scorecard / Margit Huber and Joachim Scharioth -- 1. From Customer Satisfaction to Customer Loyalty: The experience of the Michelin and NFO Infratest Workshop / Massimo Leonardi -- 2. What makes TRI*M Methodology effective in improving quality? / Luigi Ciuti -- 3. Research on Czech Telecom Customer Retention / Petr Skokan -- 4. Haspa Quality -- from Customer Satisfaction to Customer Retention / Andreas Capell -- 5. Measuring organizational commitment in merging companies with NFO TRI*M / Enno Walther -- 6. Setting up a Customer Retention System for a major bank in Germany / Michael Schroth -- 7. Data Matching and Data Mining with EX*A*MINE: putting TRI*M results into immediate action / Ursula Becker, Gernot Hennig and Thomas Liehr -- 8. Company-specific deployment of TRI*M results / Hans-Jochen Bruckner -- 9. The Customer Retention Index as a marketing performance measurement tool for trade fairs / Alex Ulrich -- 10. Auditing firms today and tomorrow / Joachim Scharioth and Norma van den Berk -- 11. A memorable meeting / Rolf Hahn.".
- catalog title "Achieving excellence in stakeholder management / Joachim Scharioth, Margit Huber, editors.".
- catalog type "text".