Handbook of Customer Satisfaction and Loyalty Measurement

Overview

This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with ...
See more details below
Available through our Marketplace sellers.
Other sellers (Hardcover)
  • All (6) from $31.56   
  • New (1) from $159.83   
  • Used (5) from $31.56   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$159.83
Seller since 2011

Feedback rating:

(7)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
2000 Hardcover New Book New and in stock. 8/30/2000. *****PLEASE NOTE: This item is shipping from an authorized seller in Europe. In the event that a return is necessary, you ... will be able to return your item within the US. To learn more about our European sellers and policies see the BookQuest FAQ section***** Read more Show Less

Ships from: Morden, United Kingdom

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by
Sending request ...

Overview

This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey as well as providing internal feedback and taking effective action to address issues raised by the survey.
Read More Show Less

Editorial Reviews

Booknews
Updated version of , adding four new chapters on the concept of customer loyalty. It discusses their necessity, but laments businesses' lack of attention to qualitative measurement. Methods and rationales are presented for sampling, survey options, questionnaire design, interviewing, and analysis but the reader is advised to look elsewhere for implementation details. Includes numerous appendices providing additional information, such as real surveys with questionnaires and other material. The volume is peppered with simplistic, and virtually superfluous, charts and figures. Annotation c. Book News, Inc., Portland, OR (booknews.com)
Read More Show Less

Product Details

  • ISBN-13: 9780566081941
  • Publisher: Ashgate Publishing, Limited
  • Publication date: 7/1/2000
  • Edition description: 2ND
  • Edition number: 2
  • Pages: 304
  • Product dimensions: 6.60 (w) x 9.70 (h) x 1.30 (d)

Table of Contents

List of figures
List of tables
Preface
1 Introduction 1
2 Why measure customer satisfaction? 5
3 Loyalty 13
4 The satisfaction-profit chain 21
5 Survey objectives 28
6 Understanding customer behaviour 47
7 Exploratory research 66
8 Sampling 86
9 Survey options 101
10 Questionnaire design 113
11 Interviewing skills 156
12 Analysis and reporting 162
13 PR aspects 195
14 Measuring loyalty 208
15 Modelling and forecasting 222
16 Maximizing the benefits 230
App. 1 Example of customer surveys 241
App. 2 SERVQUAL 266
App. 3: Glossary of terms 274
App. 4: Additional information 281
App. 5: Bibliography 284
Index 287
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)