MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.

• 1. Creating a Customer Measurement and Management System 2. Strategy and Planning 3. Building the Lens of the Customer 4. Building the Quality-Satisfaction-Loyalty Survey 5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data 6. From Information to Decisions: Priority Setting and Implementation

MICHAEL D. JOHNSON is the D. Maynard Phelps Collegiate Professor of Business Administration at the University of Michigan Business School. He has published widely in leading professional journals and teaches in both the MBA and the executive education programs. ANDERS GUSTAFSSON is associate professor of business economics in the Service Research Center at the University of Karlstad, Sweden. He has consulted with Volvo and other companies and is the author of two books on customer satisfaction.

• 1. Creating a Customer Measurement and Management System 2. Strategy and Planning 3. Building the Lens of the Customer 4. Building the Quality-Satisfaction-Loyalty Survey 5. From Data to Information: Analyzing Quality, Satisfaction, Loyalty and Profit Data 6. From Information to Decisions: Priority Setting and Implementation