The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell.
Fornell, Claes.
2007
HF5415.335 .F67 2007 (Mapit)
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Title The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell.
Author Fornell, Claes.
Edition 1st ed.
ISBN 9781403981974
1403981973
9780230604063
0230604064
Imprint New York : Palgrave Macmillan, 2007.
Language English
Description viii, 247 p. : ill. ; 25 cm.
Call Number HF5415.335 .F67 2007
Dewey Decimal Classification 658.8/343
Bibliography, etc. Note Includes bibliographical references (p. [231]-237) and index.
Linked Resources Table of contents only
Contributor biographical information
Publisher description
Record Appears in On-Campus Resources > Books
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Introduction
The big picture
The science of customer satisfaction
When customer satisfaction matters and when it deosn't
Customer satisfaction and stock returns: the power of the obvious
Things aren't always what they seem : inadvertently damaging customer assets
Customer asset management: offense versus defense
Putting the numbers to work.

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