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By
Nigel Hill and
Jim Alexander
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Jump down to see edition details for: Hardcover
Bibliographic Detail
Publisher
Gower Pub Co
Publication date
July 1, 2000
Pages
290
Binding
Hardcover
Edition
2 sub
Book category
Adult Non-Fiction
ISBN-13
9780566081941
ISBN-10
0566081946
Dimensions
1 by 6.75 by 9.50 in.
Weight
1.60 lbs.
Published in
Great Britain
Original list price
$159.95
Summaries and Reviews
(view table of contents)
Amazon.com description: Product Description: An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.
Editions
Hardcover
3 edition from Gower Pub Co (November 24, 2006)
9780566087448 | details & prices | 273 pages | 7.25 × 9.75 × 1.00 in. | 1.48 lbs | List price $160.00
About: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented.
About: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented.
The price comparison is for this edition
2 sub edition from Gower Pub Co (July 1, 2000)
9780566081941 | details & prices | 290 pages | 6.75 × 9.50 × 1.00 in. | 1.60 lbs | List price $159.95
About: An examination of how to use research effectively.
About: An examination of how to use research effectively.
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