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Linking Customer and Employee Satisfaction to the Bottom Line.

Linking Customer And Employee Satisfaction To The Bottom Line

Derek R. Allen & Morris Wilburn

Quality Press

c/o American Society for Quality

PO Box 3005, Milwaukee, WI 53201-3005

0873895010 $50.00 1-800-248-1946 http://qualitypress.asq.org

The collaboration of Derek R. Allen and Morris Wilburn, Linking Customer And Employee Satisfaction To The Bottom Line: A Comprehensive Guide To Establishing The Impact Of Customer And Employee Satisfaction On Critical Business Outcomes is organized into eleven distinct chapters focusing on the issues thematically related to developing and improving corporate fiscal success through sustained customer and employee attitudes toward products and services provided at every step of the corporate process. From the "Six Stigma" approach; to employee retention issues, to diverse analysis frameworks, to "The Future of Linkage Research", this compendium of superbly organized and presented information is as meticulously competent and "user friendly". Enhanced with an appendix focused on "Matrix Algebra in Statistics"; a glossary of specialized terms, an extended bibliography for further study, and a comprehensive index, Linking Customer And Employee Satisfaction To The Bottom Line is a seminal addition to professional reading lists, as well as corporate, and Business School reference collections.
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Author:Buhle, Willis M.
Publication:Reviewer's Bookwatch
Article Type:Book Review
Date:Aug 1, 2004
Words:192
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