000			01648nam a2200253uu 4500
001			815
003			OSt
005			20241010062532.0
008			001013s1996 xx ||||g| |0|| 0 eng d
090			_a2.14 _bW8938k
100	1		_aWOODRUFF, Robert B _911446
245	1	0	_aKnow your customer : _bnew approaches to understanding customer value and satisfaction
260			_aMalden, MA : _bBlackwell Publishers Inc, _c1996
300			_a338 p.
505	8	0	_tSection I: build a competitive advantage by knowing your costumer _t1 - Achieving a competitive advantage through customer value delivery strategies _t2 - Customer value in market opportunity analysis processes _tSection II: Learning about customer value and satisfaction _t3 - A new perspective on costumer value _t4 - Linking customer value to costumer satisfaction _t5 - Know your costumer through customer value determination _t6 - How costumer value determination improves business decisions _tSection III: Customer value determination techniques _t7 - Measuring customer value _t8 - Analyzing customer value data _t9 - Measuring customer satisfaction _t10 - Analysing customer satisfaction data _t11 - Predicting customer value change _tAppendix I: The coding process _tAppendix II: Identifying strategically important customer value dimensions _tAppendix III: Customer Value change forecasting techniques _tIndex
650		4	_912835 _aTécnicas Administrativas
650		4	_aAtendimento ao Cidadão _912988
650		4	_aValor _912733
650		4	_aUsuário _913163
700	1		_aGARDIAL,Sarah Fisher _913429
942			_cG
998			_a20001013 _bMaria _cMaria do Carmo Raphael
998			_a20130520 _b1211^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c1004 _d1004
041			_aeng