Customer retention : an integrated process for keeping your best customers / Michael W. Lowenstein.
Customer retention : an integrated process for keeping your best customers / Michael W. Lowenstein.
Customer retention : an integrated process for keeping your best customers / Michael W. Lowenstein.
About this item
Full title
Author / Creator
Publisher
Milwaukee, Wis. : ASQC Quality Press, c1995.
Call Numbers
N658.812/76
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
xxi, 179 p. : ill. ; 24 cm.
Contents
1. The Myth of Customer Satisfaction -- 2. Customer Satisfaction vs. Customer Retention -- 3. The Six Failures and Five Cures of Customer Product and Service Performance Measurement -- 4. Evaluating Latent and Registered Complaints -- 5. Identifying Customer Needs, Expectations, and Problems and Gau...
Publication information
Publisher
Milwaukee, Wis. : ASQC Quality Press, c1995.
Place of Publication
Wisconsin
Date Published
c1995.
Subjects
More information
Alternative Titles
Full title
Customer retention : an integrated process for keeping your best customers / Michael W. Lowenstein.
Authors, Artists and Contributors
Author / Creator
Notes
General note
Includes bibliographical references (p. 165-171) and index.
Contextual Information
Date Copyright
c1995.
Identifiers
Primary Identifiers
Call Numbers
N658.812/76
Record Identifier
74VKRrzZOOZl
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VKRrzZOOZl
Other Identifiers
ISBN
0873892577 (acid-free paper)
9780873892575 (acid-free paper)
DDC
658.812
MMS ID
991023165569702626
