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• catalog abstract ""This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. 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 as well as providing internal feedback and taking effective action to address issues raised by the survey."--BOOK JACKET.".
• catalog contributor b12964767.
• catalog contributor b12964768.
• catalog contributor b12964769.
• catalog created "c2000.".
• catalog date "2000".
• catalog date "c2000.".
• catalog dateCopyrighted "c2000.".
• catalog description ""This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. 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 as well as providing internal feedback and taking effective action to address issues raised by the survey."--BOOK JACKET.".
• catalog description "1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The satisfaction-profit chain -- 5. Survey objectives -- 6. Understanding customer behaviour -- 7. Exploratory research -- 8. Sampling -- 9. Survey options -- 10. Questionnaire design -- 11. Interviewing skills -- 12. Analysis and reporting -- 13. PR aspects -- 14. Measuring loyalty -- 15. Modelling and forecasting -- 16. Maximizing the benefits -- App. 1. Example of customer surveys -- App. 2. SERVQUAL.".
• catalog description "Includes bibliographical references (p. [284]-286) and index.".
• catalog extent "xiv, 290 p. :".
• catalog identifier "0566081946 (hardback)".
• catalog issued "2000".
• catalog issued "c2000.".
• catalog language "eng".
• catalog publisher "Aldershot, Hampshire, England ; Brookfield, Vt. : Gower,".
• catalog subject "658.8/12 21".
• catalog subject "Consumer satisfaction Evaluation Handbooks, manuals, etc.".
• catalog subject "HF5415.335 .H55 2000".
• catalog subject "Marketing research Handbooks, manuals, etc.".
• catalog tableOfContents "1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The satisfaction-profit chain -- 5. Survey objectives -- 6. Understanding customer behaviour -- 7. Exploratory research -- 8. Sampling -- 9. Survey options -- 10. Questionnaire design -- 11. Interviewing skills -- 12. Analysis and reporting -- 13. PR aspects -- 14. Measuring loyalty -- 15. Modelling and forecasting -- 16. Maximizing the benefits -- App. 1. Example of customer surveys -- App. 2. SERVQUAL.".
• catalog title "Handbook of customer satisfaction and loyalty measurement / Nigel Hill and Jim Alexander.".
• catalog type "Handbooks, manuals, etc. fast".
• catalog type "text".