Researching Customer Satisfaction & Loyalty
How to Find Out What People Really Think
Researching customer satisfaction and loyalty
Szwarc, Paul.
creator
text
bibliography
enk
India
London
London, PA
Kogan Page
2005
monographic
eng
xiv, 258 p. : ill. ; 23 cm.
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?
Paul Szwarc.
Includes bibliographical references (p. 247-251) and index.
Consumer satisfaction
Customer loyalty
658.812 SZW-R 2005 804153
Market research in practice series
0749443367
9780749443368
0749446617
2005011073
http://www.loc.gov/catdir/toc/ecip0511/2005011073.html
http://www.loc.gov/catdir/enhancements/fy0715/2005011073-d.html
http://www.loc.gov/catdir/toc/ecip0511/2005011073.html
http://www.loc.gov/catdir/enhancements/fy0715/2005011073-d.html
LBS
050418
20140321113612.0
58999281