Title Handbook of customer satisfaction and loyalty measurement / Nigel Hill and Jim Alexander

Edition Third edition Published Aldershot, England ; Burlington, VT : Gower, [2006] ©2006

Copies

Location	Call no.	Vol.	Availability
WATERFT BUSINESS	658.812 Hil/Hoc 2006		AVAILABLE

Description xiv, 273 pages : illustrations, forms ; 25 cm Contents 1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The value-profit chain -- 5. Survey objectives -- 6. Understanding customer behavior -- 7. Exploratory research -- 8. Sampling -- 9. Survey options -- 10. Questionnaire design -- 11. Interviewing kills -- 12. Analysis and reporting -- 13. PR aspects -- 14. Measuring loyalty -- 15. Modelling and forecasting -- 16. Maximising the benefits -- App. 1. Examples of customer surveys -- App. 2. SERVQUAL Notes Previous ed.: 2000 Bibliography Includes bibliographical references and index Subject Consumer satisfaction -- Evaluation. Customer relations. Marketing research. Author Alexander, Jim, 1950- LC no. 2006928088 ISBN 0566087448 hardback

Other Titles Customer satisfaction and loyalty measurement

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