Szwarc, Paul. <br/><br/>
Researching Customer Satisfaction & Loyalty :  How to Find Out What People Really Think / 
 Researching customer satisfaction and loyalty. 
Paul Szwarc. 
 - India ;  London ;  London, PA :  Kogan Page,  2005. 
 - xiv, 258 p. :  ill. ;  23 cm. 
 - Market research in practice series. .
<br/><br/>Includes bibliographical references (p. 247-251) and index. 
<br/><br/>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? 
<br/><br/><label>ISBN: </label>0749443367 9780749443368 0749446617 
<br/><br/><label>LCCN: </label>2005011073 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Customer loyalty.
<br/><br/><label>Dewey Class. No.: </label>658.812  / SZW-R 2005 804153