TY  - BOOK
AU  - Szwarc,Paul
ED  - Market Research Society.
TI  - Researching customer satisfaction & loyalty: how to find out what people really think 
T2  - Market research in practice series
SN  - 0749443367
U1  - 658.8343 22
PY  - 2005///
CY  - London
PB  - Kogan Page
KW  - Customer loyalty
KW  - Consumer satisfaction
N1  - 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?
N2  - "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
ER  -