Researching customer satisfaction & loyalty : how to find out what people really think / Paul Szwarc.
Szwarc, Paul.
2005
HF5415.335 .S98 2005 (Mapit)
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Title Researching customer satisfaction & loyalty : how to find out what people really think / Paul Szwarc.
Author Szwarc, Paul.
ISBN 0749443367 (pbk.)
Publication Details London ; Sterling, VA : Kogan Page, 2005.
Language English
Description xiv, 258 p. : ill. ; 23 cm.
Call Number HF5415.335 .S98 2005
Dewey Decimal Classification 658.8/12
Bibliography, etc. Note Includes bibliographical references (p. 247-251) and index.
Series Market research in practice series
Linked Resources Table of contents
Record Appears in On-Campus Resources > Books
All Resources
I: Introduction and theory
Introduction to customer satisfaction and loyalty
Theories and strategies for measuring and improving customer satisfaction and loyalty
Qualitative research
Quantitative research
II: Getting started
The project briefing
The proposal
Sampling
What to ask
III: 'Touching' the consumer
Facing the consumer
IV: Outputs
Analysis
Reporting the findings
V: What lies ahead?
What lies ahead?

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