MARC record from Internet Archive

LEADER: 03251cam 2200577 a 4500
001 ocm36417811
003 OCoLC
005 20200703221635.0
008 970213s1997 ctua b 001 0 eng
010 $a 97005886
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019 $a39158380$a60177631$a123068167
020 $a1567200761$q(alk. paper)
020 $a9781567200768$q(alk. paper)
035 $a(OCoLC)36417811$z(OCoLC)39158380$z(OCoLC)60177631$z(OCoLC)123068167
050 00 $aHF5415.335$b.L69 1997
082 00 $a658.8/12$221
084 $a85.40$2bcl
100 1 $aLowenstein, Michael W.,$d1942-
245 14 $aThe customer loyalty pyramid /$cMichael W. Lowenstein.
260 $aWestport, Conn :$bQuorum,$c1997.
300 $axxiii, 255 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 239-244) and index.
505 00 $tPreface: Being First Among Equals --$gCh. 1.$tA New Paradigm for American Business: The Concept of the Customer Loyalty Pyramid --$gCh. 2.$tDeveloping a Customer Retention Culture and Infrastructure: The Seven-S Framework --$gCh. 3.$tCustomer Loyalty: Strategy --$gCh. 4.$tCustomer Loyalty: Structure --$gCh. 5.$tCustomer Loyalty: Systems --$gCh. 6.$tCustomer Loyalty: Staff --$gCh. 7.$tCustomer Loyalty: Style --$gCh. 8.$tCustomer Loyalty: Skills --$gCh. 9.$tCustomer Loyalty: Shared Values/Superordinate Goals --$gCh. 10.$tSustaining the Focus: Building in Constancy of Purpose and Process --$gCh. 11.$tWhat the Future Holds: Building from the Blueprint of the Customer Loyalty Pyramid.
520 $aMoving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty. The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid to form the basis of this new, invaluable work.
650 0 $aConsumer satisfaction.
650 0 $aCustomer loyalty.
650 7 $aConsumer satisfaction.$2fast$0(OCoLC)fst00876403
650 7 $aCustomer loyalty.$2fast$0(OCoLC)fst00885531
650 17 $aKlantenservice.$2gtt
650 17 $aKlantgerichtheid.$2gtt
650 7 $aFidélisation.$2ram
650 7 $aConsommateurs$xSatisfaction.$2ram
856 4 $3Inhaltsverzeichnis$uhttp://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?pid=1523938&custom%5Fatt%5F2=simple%5Fviewer$yThe customer loyalty pyramid
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938 $aYBP Library Services$bYANK$n1393910
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948 $hNO HOLDINGS IN P4A - 235 OTHER HOLDINGS