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|a 0566081946 (hardback)
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|a 21272
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|a DLC
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|d OCoLC
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|b .H55 2000
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|a 658.8/12
|2 21
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| 100 |
1 |
|
|a Hill, Nigel,
|d 1952-
|0 http://id.loc.gov/authorities/names/n96026262
|1 http://viaf.org/viaf/85279577
|
| 245 |
1 |
0 |
|a Handbook of customer satisfaction and loyalty measurement /
|c Nigel Hill and Jim Alexander.
|
| 250 |
|
|
|a 2nd ed.
|
| 260 |
|
|
|a Aldershot, Hampshire, England ;
|a Brookfield, Vt. :
|b Gower,
|c c2000.
|
| 300 |
|
|
|a xiv, 290 p. :
|b ill. ;
|c 25 cm.
|
| 336 |
|
|
|a text
|b txt
|2 rdacontent
|0 http://id.loc.gov/vocabulary/contentTypes/txt
|
| 337 |
|
|
|a unmediated
|b n
|2 rdamedia
|0 http://id.loc.gov/vocabulary/mediaTypes/n
|
| 338 |
|
|
|a volume
|b nc
|2 rdacarrier
|0 http://id.loc.gov/vocabulary/carriers/nc
|
| 500 |
|
|
|a Rev. ed. of: Handbook of customer satisfaction measurement. c1996.
|
| 504 |
|
|
|a Includes bibliographical references (p. [284]-286) and index.
|
| 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.
|
| 650 |
|
0 |
|a Consumer satisfaction
|x Evaluation
|v Handbooks, manuals, etc.
|
| 650 |
|
0 |
|a Marketing research
|v Handbooks, manuals, etc.
|0 http://id.loc.gov/authorities/subjects/sh2010100743
|
| 650 |
|
7 |
|a Consumer satisfaction
|x Evaluation.
|2 fast
|0 http://id.worldcat.org/fast/fst00876404
|
| 650 |
|
7 |
|a Marketing research.
|2 fast
|0 http://id.worldcat.org/fast/fst01010284
|
| 655 |
|
7 |
|a Handbooks and manuals.
|2 fast
|0 http://id.worldcat.org/fast/fst01423877
|
| 700 |
1 |
|
|a Alexander, Jim.
|0 http://id.loc.gov/authorities/names/n84036009
|1 http://viaf.org/viaf/121637549
|
| 700 |
1 |
|
|a Hill, Nigel,
|d 1952-
|t Handbook of customer satisfaction measurement.
|
| 901 |
|
|
|a ToCBNA
|
| 903 |
|
|
|a HeVa
|
| 035 |
|
|
|a (OCoLC)43311783
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| 929 |
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|t Library of Congress classification
|a HF5415.335 .H55 2000
|l JRL
|c JRL-Gen
|i 4639062
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| 927 |
|
|
|t Library of Congress classification
|a HF5415.335 .H55 2000
|l JRL
|c JRL-Gen
|e CONE
|b 57272301
|i 6963059
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