"Johnson, Michael D" <br/><br/>
Improving customer satisfaction loyality and profit  an integrated measurement and management system 

 - San Francisco  Jossey-Bass  c2000 
 - "xv,214p. : ill. ;23.5cm." 
<br/><br/> includes index 
<br/><br/><label>ISBN: </label>0787953105 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer loyalty<br/>Customer relations<br/>Customer satisfaction