MARC Record from marc_columbia

LEADER: 02229fam a2200325 a 4500
001 2181701
005 20220615223603.0
008 970213s1997 ctua b 001 0 eng
010 $a 97005886
020 $a1567200761 (alk. paper)
035 $a(OCoLC)36417811
035 $a(OCoLC)ocm36417811
035 $9ANQ4447CU
035 $a(NNC)2181701
035 $a2181701
040 $aDLC$cDLC$dDLC$dOrLoB-B
050 00 $aHF5415.335$b.L69 1997
082 00 $a658.8/12$221
100 1 $aLowenstein, Michael W.,$d1942-$0http://id.loc.gov/authorities/names/n94113987
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
504 $aIncludes bibliographical references (p. [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.$0http://id.loc.gov/authorities/subjects/sh85031490
650 0 $aCustomer loyalty.$0http://id.loc.gov/authorities/subjects/sh97009091
852 00 $boff,bus$hHF5415.335$i.L69 1997