The quest for loyalty : creating value through partnership / edited by Frederick F. Reichheld.
Contributor(s): Reichheld, Frederick F.
Material type: BookSeries: Harvard business review book series.Publisher: Boston, Ma. : Harvard Business School Press, 1996Description: xxvi, 278 p. ; 24 cm. + hbk.ISBN: 0875847455.Subject(s): Customer relations | Loyalty | Employee loyalty | Corporations -- Investor relationsDDC classification: 658.812Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
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General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00015340 |
Enhanced descriptions from Syndetics:
This collection of articles and interviews from the Harvard Business Review, should help business leaders understand, integrate and manage the various dimensions of loyalty in their compaines. The book also features contributions from authors such as Hamel, Prahalad, Porter, Handy and Drucker. It demonstrates a need for understanding loyalty from customers, investors, employees and strategists.
Includes bibliographical references and index.
Part I: Setting the stage -- Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C. K. Prahalad -- Part II: Employer/Employee loyalty -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- The power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Part III: Investor loyalty -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Part IV: Customer Loyalty -- Zero defections: quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: an interview with British Airway's Sir Colin Marshall / Steven E. Prokesch -- Letter to the editor in response to 'competing on customer service: an interview with British Airway's Sir Colin Marshall' / Frederick F. Reichheld -- Part V: Tools for Building Customer loyalty -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld.