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Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system /

Johnson, Michael D.

Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system / Michael D. Johnson, Anders Gustafsson - San Francisco : Jossey-Bass, 2000 - 214 p. ; 24 cm.

ISBN: 0787953105 RM80.12

Subjects--Topical Terms:
Consumer satisfaction
Customer loyalty
Customer relations

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Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system /

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