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The satisfied customer : winners and losers in the battle for buyer preference /

By: Fornell, Claes.
Publisher: New York : Palgrave Macmillan, 2007Description: viii, 247 p. : ill. ; 25 cm.Content type: text Media type: unmediated Carrier type: volumeISBN: 1403981973; 9781403981974:; 9781403981974; 0230604064; 9780230604063.Subject(s): Consumer satisfaction | Consumers' preferences | Customer relations -- Management | Customer relationsDDC classification: 658.8343
Contents:
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.
Summary: 'The Satisfied Customer' is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics.
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Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
Standard Loan Standard Loan ATU Sligo Yeats Library Main Lending Collection 658.8343 FOR (Browse shelf(Opens below)) 1 Available 0051313
Total holds: 0

Includes bibliographical references (p. [231]-237) and index.

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.

'The Satisfied Customer' is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics.

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