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2. 
Cover image for Handbook of customer satisfaction and loyalty measurement
Handbook of customer satisfaction and loyalty measurement
by 
Hill, Nigel, 1952-
Format: 
Books
Publication Date 
2006
Excerpt: 
1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The value-profit chain
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3. 
Cover image for The loyalty effect : the hidden force behind growth, profits, and lasting value
The loyalty effect : the hidden force behind growth, profits, and lasting value
by 
Reichheld, Frederick F.
Format: 
Books
Publication Date 
2001 1996
Excerpt: 
The loyalty effect : the hidden force behind growth, profits, and lasting value / Reichheld
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4. 
Cover image for Advances in relationship marketing
Advances in relationship marketing
Advances in relationship marketing
by 
Payne, Adrian.
Inhaltsverzeichnis
Table of contents http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=007108218&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Format: 
Books
Publication Date 
1995
Excerpt: 
Millman -- 8. Managing Customer Relationships for Profit / Kaj Storbacka, Tore Strandvik and Christian
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