TY  - BOOK
AU  - Allen,Derek R.
ED  - American Society for Quality.
TI  - Customer satisfaction research management: a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations 
SN  - 0873895932
U1  - 658.8343 
PY  - 2004///
CY  - Milwaukee
PB  - ASQ Quality Press
KW  - Mercadeo
KW  - Investigaciones
KW  - Administración
KW  - Satisfacción del cliente
KW  - Servicio al cliente
KW  - Control de calidad
N1  - ´American Society for Quality.´; Incluye bibliografía; Customer satisfaction, retention, and profitability -- Tracking and reporting customer satisfaction metrics -- Linking CSM to management incentives : theoretical foundation -- Linking CSM to management incentives : quantitative approaches -- Implementing key driver results -- CRM and customer satisfaction -- Linking customer satisfaction to business outcomes -- Managing global customer satisfaction programs -- Linking customer feedback to business processes -- Creating and managing loyalty segments
UR  - http://www.loc.gov/catdir/toc/ecip0415/2004003921.html
ER  -