Johnson, Michael D. <br/><br/>
Improving customer satisfaction, loyalty, and profit :  an integrated measurement and management system / 
Michael D. Johnson and Anders Gustafsson 
 - San Francisco:  Jossey-Bass,  2000 
 - 214 p. :  ill. 
 - The University of Michigan Business School management series .
 - University of Michigan Business School management series .
<br/><br/><label>ISBN: </label>9780787953102 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer loyalty <br/>Customer relations
<br/><br/><label>LC Class. No.: </label>HF5415.335  / J64