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Researching customer satisfaction & loyalty : how to find out what people really think

Author: Paul Szwarc
Publisher: London ; Sterling, VA : Kogan Page, 2005.
Series: Market research in practice series.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
Researching Customer Satisfaction and Loyalty is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Szwarc, Paul.
Researching customer satisfaction & loyalty.
London : Kogan Page, 2005
(OCoLC)58999281
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Paul Szwarc
ISBN: 0749443367 9780749443368 1423728564 9781423728566 1598758586 9781598758580 0749446218 9780749446215 128025145X 9781280251450 1423729564 9781423729566
OCLC Number: 61849091
Description: 1 online resource (xiv, 258 pages) : illustrations.
Contents: 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?
Series Title: Market research in practice series.
Other Titles: Researching customer satisfaction and loyalty
Responsibility: Paul Szwarc.

Abstract:

Customer satisfaction and loyalty has been one of the largest areas of market research for the past twenty years, and interest in it continues to increase. This title examines how to research  Read more...

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"Comprehensive and accessible guidance on all the practical tasks involved in creating and running projects." In-Store "Its greatest strength is that it preaches the virtues of being Read more...

 
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