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Organizational Development
 Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
ISBN: 978-0-7879-5310-2
Hardcover
240 pages
August 2000, Jossey-Bass
US $36.95
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This price is valid for United States. Change location to view local pricing and availability. This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 1-2 days delivery time for paperbacks, and 3-5 days for hardcovers. The book is not returnable.
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MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.
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