| 000 | 01737camuuu200277 a 4500 | |
| 001 | 000000589411 | |
| 005 | 19981002163312.0 | |
| 008 | 960909s1996 nyua b 000 0 eng | |
| 010 | ▼a 96035335 | |
| 020 | ▼a 0814423620 (pbk.) | |
| 040 | ▼a DLC ▼c DLC ▼d SQU | |
| 049 | 1 | ▼l 911000010 ▼f 국대원 |
| 050 | 0 0 | ▼a HF5415.5 ▼b .B486 1996 |
| 082 | 0 0 | ▼a 658.8/12 ▼2 20 |
| 090 | ▼a 658.812 ▼b B575b | |
| 100 | 1 | ▼a Bhote, Keki R. , ▼d 1925-. |
| 245 | 1 0 | ▼a Beyond customer satisfaction to customer loyalty: ▼b the key to greater profitability / ▼c Keki R. Bhote. |
| 260 | ▼a New York : ▼b American Management Association , ▼c c1996. | |
| 300 | ▼a x, 148 p. : ▼b ill. ; ▼c 22 cm. | |
| 440 | 0 | ▼a AMA management briefing. |
| 504 | ▼a Includes bibliographical references (p. 146-147). | |
| 505 | 0 | ▼a Pt.1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty - the ultimate business challenge -- The ten inviolate principles of customer loyalty -- Pt.2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking - a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion. |
| 650 | 0 | ▼a Consumer satisfaction. |
| 650 | 0 | ▼a Customer services. |
| 650 | 0 | ▼a Customer relations. |