Researching Customer Satisfaction & Loyalty : How to Find Out What People Really Think / Paul Szwarc.
Material type:
TextSeries: Market research in practice seriesPublication details: India ; London ; London, PA : Kogan Page, 2005.Description: xiv, 258 p. : ill. ; 23 cmISBN: - 0749443367
- 9780749443368
- 0749446617
- Researching customer satisfaction and loyalty
- 22 658.812 SZW-R 2005 804153
| Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds | |
|---|---|---|---|---|---|---|---|---|
Books
|
Lahore Business School Library Shelf No. 82, LBS | Book | 658.812 SZW-R 2005 804153 (Browse shelf(Opens below)) | Available | 804153 |
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?