TY  - BOOK
AU  - Szwarc,Paul
TI  - Researching Customer Satisfaction & Loyalty: How to Find Out What People Really Think 
SN  - 0749443367
U1  - 658.812 22
PY  - 2005///
CY  - India, London, London, PA
PB  - Kogan Page
KW  - Consumer satisfaction
KW  - Customer loyalty
N1  - 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?
UR  - http://www.loc.gov/catdir/toc/ecip0511/2005011073.html
UR  - http://www.loc.gov/catdir/enhancements/fy0715/2005011073-d.html
ER  -