Researching Customer Satisfaction & Loyalty : How to Find Out What People Really Think / Paul Szwarc.

By: Szwarc, Paul
Material type: TextTextSeries: Market research in practice seriesPublisher: India ; London ; London, PA : Kogan Page, 2005Description: xiv, 258 p. : ill. ; 23 cmISBN: 0749443367; 9780749443368; 0749446617Other title: Researching customer satisfaction and loyaltySubject(s): Consumer satisfaction | Customer loyaltyDDC classification: 658.812 Online resources: Table of contents | Publisher description
Contents:
I: Introduction and theory -- Introduction to customer satisfaction and loyalty -- Theories and strategies for measuring and improving customer satisfaction and loyalty -- Qualitative research -- Quantitative research -- II: Getting started -- The project briefing -- The proposal -- Sampling -- What to ask -- III: 'Touching' the consumer -- Facing the consumer -- IV: Outputs -- Analysis -- Reporting the findings -- V: What lies ahead? -- What lies ahead?
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Item type Current location Collection Call number Status Date due Barcode Item holds
Books Books Lahore Business School Library
Shelf No. 79, LBS
Book 658.812 SZW-R 2005 804153 (Browse shelf) Available 804153
Total holds: 0

Includes bibliographical references (p. 247-251) and index.

I: Introduction and theory -- Introduction to customer satisfaction and loyalty -- Theories and strategies for measuring and improving customer satisfaction and loyalty -- Qualitative research -- Quantitative research -- II: Getting started -- The project briefing -- The proposal -- Sampling -- What to ask -- III: 'Touching' the consumer -- Facing the consumer -- IV: Outputs -- Analysis -- Reporting the findings -- V: What lies ahead? -- What lies ahead?

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