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Researching customer satisfaction & loyalty : how to find out what people really think / Paul Szwarc.

By: Contributor(s): Material type: TextTextSeries: Market research in practice seriesPublisher: London : Kogan Page, 2005Description: xiv, 258 pages ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0749443367
  • 9780749443368
Other title:
  • Researching customer satisfaction and loyalty
Subject(s): DDC classification:
  • 658.8343 22
Contents:
1. Introduction to customer satisfaction and loyalty -- 2. Theories and strategies for measuring and improving customer satisfaction and loyalty -- 3. Qualitative research -- 4. Quantitative research -- 5. The project briefing -- 6. The proposal -- 7. Sampling -- 8. What to ask -- 9. Facing the consumer -- 10. Analysis -- 11. Reporting the findings -- 12. What lies ahead?
Review: "This book is invaluable for students, market researchers and research users alike. Comprehensive and accessible, it provides guidance on all the practical tasks involved in the creation and running of a project, and also looks at what the future holds for research into customer satisfaction."--BOOK JACKET.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book City Campus City Campus Main Collection 658.8343 SZW (Browse shelf(Opens below)) 1 Available A293275B

1. Introduction to customer satisfaction and loyalty -- 2. Theories and strategies for measuring and improving customer satisfaction and loyalty -- 3. Qualitative research -- 4. Quantitative research -- 5. The project briefing -- 6. The proposal -- 7. Sampling -- 8. What to ask -- 9. Facing the consumer -- 10. Analysis -- 11. Reporting the findings -- 12. What lies ahead?

"This book is invaluable for students, market researchers and research users alike. Comprehensive and accessible, it provides guidance on all the practical tasks involved in the creation and running of a project, and also looks at what the future holds for research into customer satisfaction."--BOOK JACKET.

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