Cover image for Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system
Johnson, Michael D. (Michael David)
First edition.
Publication Information:
San Francisco : Jossey-Bass, [2000]

Physical Description:
xv, 214 pages : illustrations ; c 24 cm.
Creating a customer measurement and management system -- Strategy and planning -- Building the lens of the customer -- Building the quality-satisfaction-loyalty survey -- From data to information : analyzing quality, satisfaction, loyalty, and profit data -- From information to decisions : priority setting and implementation.
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.335 .J64 2000 Adult Non-Fiction Non-Fiction Area

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A Book in the University of Michigan Business School Series It′s a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Author Notes

Michael D. Johnson is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School.

Reviews 1

Choice Review

Written by two distinguished professors, this practical marketing research book clearly explains techniques that can be used for various types of products to (1) identify and segment markets; (2) determine what customers consider to be important attributes of a product; (3) create customer surveys of quality, satisfaction, and loyalty; (4) analyze customer data; and (5) create an integrated customer measurement system. The authors provide detail on what to survey, how to develop a survey, what data collection methods to use, how to analyze the data obtained, and how to assess the impact of analyzing data on revenues and profits. The statistical examples given are very clear and understandable, and there are end of chapter summaries. Many illustrative figures and examples are given along with an actual case study and additional examples in the appendix. This new volume in the "University of Michigan Business School Management Series" is recommended for graduate and professional collections. D. W. Huffmire; emeritus, University of Connecticut

Table of Contents

Forewordp. xi
Prefacep. xiii
1 Creating a Customer Measurement and Management Systemp. 1
2 Strategy and Planningp. 21
3 Building the Lens of the Customerp. 47
4 Building the Quality-Satisfaction-Loyalty Surveyp. 69
5 From Data to Information: Analyzing Quality, Satisfaction, Loyalty, and Profit Datap. 99
6 From Information to Decisions: Priority Setting and Implementationp. 141
Appendix A Ratorp Tire Companyp. 157
Appendix B NACS Customer Satisfaction Surveyp. 175
Appendix C Data Analysis in Practicep. 189
Notesp. 199
The Authorsp. 207
Indexp. 209