Researching customer satisfaction & loyalty : how to find out what people really think / Paul Szwarc.
Material type: TextSeries: Market research in practice seriesPublisher: London : Kogan Page, 2005Description: xiv, 258 pages ; 24 cmContent type:- text
- unmediated
- volume
- 0749443367
- 9780749443368
- Researching customer satisfaction and loyalty
- 658.8343 22
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.
Machine converted from AACR2 source record.
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