Beyond customer satisfaction to customer loyality: the key to greater profitability
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | Undetermined |
| Published: |
New York
American Management Assoc.
1996
|
| Series: | AMA management briefing
|
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 148 S. graph. Darst. |
| ISBN: | 0814423620 |
Staff View
MARC
| LEADER | 00000nam a22000001c 4500 | ||
|---|---|---|---|
| 001 | BV026162449 | ||
| 003 | DE-604 | ||
| 005 | 20110228 | ||
| 007 | t | ||
| 008 | 110326s1996 d||| |||| 00||| und d | ||
| 020 | |a 0814423620 |9 0-8144-2362-0 | ||
| 035 | |a (OCoLC)880578284 | ||
| 035 | |a (DE-599)BVBBV026162449 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | |a und | ||
| 049 | |a DE-188 | ||
| 100 | 1 | |a Bhote, Keki R. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Beyond customer satisfaction to customer loyality |b the key to greater profitability |c Keki R. Bhote |
| 264 | 1 | |a New York |b American Management Assoc. |c 1996 | |
| 300 | |a 148 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a AMA management briefing | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-021748787 | ||
Record in the Search Index
| _version_ | 1804144614695763968 |
|---|---|
| adam_text | Contents
Introduction vii
Part 1: Transition from Customer Satisfaction to
Customer Loyalty 1
1 The Four Stages in the Evolution of Customer
Loyalty 3 /
2 Customer Differentiation: Focus on Core
Customers J3
3 Why Companies Don t Satisfy Their
Customers 21
4 Customer Loyalty—The Ultimate Business
Challenge 30
5 The Ten Inviolate Principles of Customer
Loyalty 42
Part 2: A Seven-Step Roadmap to Attain and
Maintain Customer Loyalty, With an Audit
to Assess Effectiveness at Each Step 55
6 Step 1: Top Management Commitment and
Involvement 57
V
vi Contents
7 Step 2: Internal Benchmarking—A Baseline 71 _
8 Step 3: Determining Customer Requirements 84
9™ Step 4: Assessing the Capabilities of the
Competition 97
10 Step 5: Measuring Customer Satisfaction and
Customer Loyalty 102
11 Step 6: Analyzing Customer, Former
Customer, Noncustomer, and Competitor
Feedback 117
12 Step 7: Continuous Improvement 129 ..
Conclusion 144
|
| any_adam_object | 1 |
| author | Bhote, Keki R. |
| author_facet | Bhote, Keki R. |
| author_role | aut |
| author_sort | Bhote, Keki R. |
| author_variant | k r b kr krb |
| building | Verbundindex |
| bvnumber | BV026162449 |
| ctrlnum | (OCoLC)880578284 (DE-599)BVBBV026162449 |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01045nam a22002771c 4500</leader><controlfield tag="001">BV026162449</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20110228 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">110326s1996 d||| |||| 00||| und d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0814423620</subfield><subfield code="9">0-8144-2362-0</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)880578284</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV026162449</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1=" " ind2=" "><subfield code="a">und</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-188</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Bhote, Keki R.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Beyond customer satisfaction to customer loyality</subfield><subfield code="b">the key to greater profitability</subfield><subfield code="c">Keki R. Bhote</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York</subfield><subfield code="b">American Management Assoc.</subfield><subfield code="c">1996</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">148 S.</subfield><subfield code="b">graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">AMA management briefing</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-021748787</subfield></datafield></record></collection> |
| id | DE-604.BV026162449 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T23:06:22Z |
| institution | BVB |
| isbn | 0814423620 |
| language | Undetermined |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-021748787 |
| oclc_num | 880578284 |
| open_access_boolean | |
| owner | DE-188 |
| owner_facet | DE-188 |
| physical | 148 S. graph. Darst. |
| publishDate | 1996 |
| publishDateSearch | 1996 |
| publishDateSort | 1996 |
| publisher | American Management Assoc. |
| record_format | marc |
| series2 | AMA management briefing |
| spelling | Bhote, Keki R. Verfasser aut Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote New York American Management Assoc. 1996 148 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier AMA management briefing HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bhote, Keki R. Beyond customer satisfaction to customer loyality the key to greater profitability |
| title | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_auth | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_exact_search | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_full | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_fullStr | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_full_unstemmed | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_short | Beyond customer satisfaction to customer loyality |
| title_sort | beyond customer satisfaction to customer loyality the key to greater profitability |
| title_sub | the key to greater profitability |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT bhotekekir beyondcustomersatisfactiontocustomerloyalitythekeytogreaterprofitability |