The customer loyalty pyramid:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | Undetermined |
| Published: |
Westport, Conn. <<[u.a.]>>
Quorum Books
1997
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXIII, 255 S. graph. Darst. |
| ISBN: | 1567200761 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Illustrations
FIGURES
1.1 The Customer Loyalty PyramidSM 8
1.2 Unisys Multi-Step Approach 17
1.3 Customerize Assessment Frames 18
2.1 The McKinsey Seven-S Framework 29
2.2 Hard and Soft S s 30
2.3 Correct Alignment of the Seven S s 31
2.4 Non-Alignment of the Seven S s 31
2.5 Defection Curve 37
2.6 The Elements of Excellence Process 40
3.1 Organizational Strategy Placement 44
3.2 Strategic Management Process 48
4.1 Organizational Structures 63
5.1 Retail Hardware Chain vs. Competitor A : Leverage Profile 79
5.2 Iceberg in a Reservoir Model 82
5.3 Bank Corporation Complaint Profile 83
5.4 Complaint Impact Profile 83
5.5 Tactical Complaint Handling 84
6.1 Banks Educate Their Employees More About Products
Than Customers 101
6.2 Bowen-Scarff Ford-Volvo Employee Handbook 109
7.1 Culture s Fit with Strategy 128
xii Illustrations
8.1 Basic Skills and Qualities 139
8.2 Competencies 140
8.3 Saint Barnabas Health Care System: Patient Response Card 148
8.4 Saint Barnabas Health Care System: Family Member Follow-up 149
8.5 Ritz-Carlton Hotels: Statements of Performance 154
8.6 ProActive: Customer Service Personnel Career Path 161
9.1 Major Corporation: Mid-Atlantic Area Mission Statement 164
9.2 Honda: Vision and Values Statements 168
9.3 The Ritz-Carlton Hotels: Vision and Values Statements 169
10.1 Range of Attribute Importance Scores in Healthcare Research 203
11.1 Volvo s Customer-Driven Organization 213
EXHIBITS
9.1 Great Price Supermarket Chain: Statement of Philosophy 172
9.2 Heavenly Consumer Package Goods Company: Beliefs 173
9.3 German-American Beer Company: Corporate Code of
Conduct 173
9.4 State Oil Company: Principles and Objectives 175
9.5 Orb Oil Company: Creed 175
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| illustrated | Illustrated |
| indexdate | 2024-07-09T23:06:50Z |
| institution | BVB |
| isbn | 1567200761 |
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| publishDateSearch | 1997 |
| publishDateSort | 1997 |
| publisher | Quorum Books |
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| spelling | Lowenstein, Michael W. Verfasser aut The customer loyalty pyramid Michael W. Lowenstein Westport, Conn. <<[u.a.]>> Quorum Books 1997 XXIII, 255 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kundentreue (DE-588)4393499-7 gnd rswk-swf Kundenbindung (DE-588)4384508-3 gnd rswk-swf Kundenbindung (DE-588)4384508-3 s Kundentreue (DE-588)4393499-7 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021771259&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Lowenstein, Michael W. The customer loyalty pyramid Kundentreue (DE-588)4393499-7 gnd Kundenbindung (DE-588)4384508-3 gnd |
| subject_GND | (DE-588)4393499-7 (DE-588)4384508-3 |
| title | The customer loyalty pyramid |
| title_auth | The customer loyalty pyramid |
| title_exact_search | The customer loyalty pyramid |
| title_full | The customer loyalty pyramid Michael W. Lowenstein |
| title_fullStr | The customer loyalty pyramid Michael W. Lowenstein |
| title_full_unstemmed | The customer loyalty pyramid Michael W. Lowenstein |
| title_short | The customer loyalty pyramid |
| title_sort | the customer loyalty pyramid |
| topic | Kundentreue (DE-588)4393499-7 gnd Kundenbindung (DE-588)4384508-3 gnd |
| topic_facet | Kundentreue Kundenbindung |
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