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|a Hill, Nigel,
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|0 http://id.loc.gov/authorities/names/n96026262
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| 245 |
1 |
4 |
|a The handbook of customer satisfaction and loyalty measurement /
|c Nigel Hill and Jim Alexander.
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|a 3rd edition.
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| 264 |
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1 |
|a London :
|b Routledge,
|c 2016.
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| 504 |
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|a Includes bibliographical references and index.
|
| 505 |
0 |
|
|a 1. Introduction -- 2. Why measure customer satisfaction? -- 3. Loyalty -- 4. The value-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. Maximising the benefits.
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| 650 |
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|a Consumer satisfaction
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|a Handbooks and manuals.
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|a Alexander, Jim,
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| 776 |
0 |
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|i Print version:
|a Hill, Nigel, 1952-
|t Handbook of customer satisfaction and loyalty measurement.
|b 3rd edition.
|d London : Routledge, 2016
|z 9780566087448
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|w (DLC) 2006928088
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| 915 |
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| 944 |
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|n 1
|
