Handbook of customer satisfaction and loyalty measurement
by
 
Hill, Nigel, 1952-

Title
: 
Handbook of customer satisfaction and loyalty measurement

Author
: 
Hill, Nigel, 1952-

ISBN
: 
9780566087448

Personal Author
: 
Hill, Nigel, 1952-

Edition
: 
3rd ed.

Publication Information
: 
Aldershot, England ; Burlington, VT : Gower, c2006.

Physical Description
: 
xiv, 273 p. : ill., forms ; 25 cm.

General Note
: 
Previous ed.: 2000.

Contents
: 
1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The value-profit chain -- 5. Survey objectives -- 6. Understanding customer behavior -- 7. Exploratory research -- 8. Sampling -- 9. Survey options -- 10. Questionnaire design -- 11. Interviewing kills -- 12. Analysis and reporting -- 13. PR aspects -- 14. Measuring loyalty -- 15. Modelling and forecasting -- 16. Maximising the benefits -- App. 1. Examples of customer surveys -- App. 2. SERVQUAL.

Subject Term
: 
Consumer satisfaction -- Evaluation.
 
Customer relations.
 
Marketing research.

Added Author
: 
Alexander, Jim, 1950-


LibraryMaterial TypeItem BarcodeShelf NumberCopy
IIEMSAGeneral Books33168020389652658.812 H647H 20061