Handbook of customer satisfaction and loyalty measurement /

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Bibliographic Details
Author / Creator:Hill, Nigel, 1952-
Edition:2nd ed.
Imprint:Aldershot, Hampshire, England ; Brookfield, Vt. : Gower, c2000.
Description:xiv, 290 p. : ill. ; 25 cm.
Language:English
Subject:
Format: Print Book
URL for this record:http://pi.lib.uchicago.edu/1001/cat/bib/4377962
Hidden Bibliographic Details
Other uniform titles:Alexander, Jim.
Hill, Nigel, 1952- Handbook of customer satisfaction measurement.
ISBN:0566081946 (hardback)
Notes:Rev. ed. of: Handbook of customer satisfaction measurement. c1996.
Includes bibliographical references (p. [284]-286) and index.

MARC

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505 0 0 |g 1.  |t Introduction --  |g 2.  |t Why measure customer satisfaction? --  |g 3.  |t Loyalty --  |g 4.  |t The satisfaction-profit chain --  |g 5.  |t Survey objectives --  |g 6.  |t Understanding customer behaviour --  |g 7.  |t Exploratory research --  |g 8.  |t Sampling --  |g 9.  |t Survey options --  |g 10.  |t Questionnaire design --  |g 11.  |t Interviewing skills --  |g 12.  |t Analysis and reporting --  |g 13.  |t PR aspects --  |g 14.  |t Measuring loyalty --  |g 15.  |t Modelling and forecasting --  |g 16.  |t Maximizing the benefits --  |g App. 1.  |t Example of customer surveys --  |g App. 2.  |t SERVQUAL. 
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