Johnson, Michael D. <br/><br/>
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. 
<br/><br/><label>ISBN: </label>0787953105  RM80.12 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer loyalty<br/>Customer relations