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Library of Congress Cataloging-in-Publication Data

Johnson, Michael D. (Michael David)
Improving customer satisfaction, loyalty, and profit: an
integrated measurement and management system / Michael D.
Johnson, Anders Gustafsson.—1st ed.
p. cm.—(The University of Michigan Business School
management series)
Includes bibliographical references and index.
ISBN 0-7879-5310-5
1. Consumer satisfaction. 2. Customer loyalty. 3. Customer
relations. I. Gustafsson, Anders, date. II. Title. III. Series.
HF5415.335.J64 2000
658.8′12—dc21

00-009245

Printed in the United States of America
FIRST EDITION
HB Printing 10 9 8 7 6 5 4 3 2