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040			_aDLC _cDLC _dBAKER _dNLGGC _dBTCTA _dYDXCP _dUN@
082	0	4	_a658.8343 _bA425c 2004
100	1		_9165849 _aAllen, Derek R., _d1959- , _eautor
245	1	0	_aCustomer satisfaction research management : _ba comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations / _cDerek R. Allen.
264	3	1	_aMilwaukee : _bASQ Quality Press, _cc2004.
300			_axv, 248 páginas : _bilustraciones
336			_atexto _btxt _2rdacontent
337			_ano mediado _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
500			_a´American Society for Quality.´
504			_aIncluye bibliografía.
505	0		_aCustomer 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.
650	1	4	_9335934 _aMercadeo. _xInvestigaciones _xAdministración.
650	1	4	_9350223 _aSatisfacción del cliente. _xInvestigaciones.
650	1	4	_9350591 _aServicio al cliente _xAdministración _xInvestigaciones.
650	1	4	_9350594 _aServicio al cliente. _xControl de calidad _xInvestigaciones.
710	2		_996545 _aAmerican Society for Quality.
856			_a_ _yTabla de contenido _uhttp://www.loc.gov/catdir/toc/ecip0415/2004003921.html
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991			_aC0 _bUN@
991			_aSC
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999			_c108442 _d108442
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900			_aLYM
900			_aECO
900			_aSYC
900			_aPSI
900			_aAYN
900			_aDI
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900			_aTC
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