The Handbook of Customer Satisfaction and Loyalty Measurement / Edition 3

The Handbook of Customer Satisfaction and Loyalty Measurement / Edition 3

by Jim Alexander, Nigel Hill
     
 

ISBN-10: 0566087448

ISBN-13: 9780566087448

Pub. Date: 10/28/2006

Publisher: Taylor & Francis

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Overview

The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.

Product Details

ISBN-13:
9780566087448
Publisher:
Taylor & Francis
Publication date:
10/28/2006
Edition description:
3
Pages:
288
Product dimensions:
7.00(w) x 9.70(h) x 1.00(d)

Table of Contents

Introduction; Why measure customer satisfaction?; Loyalty; The satisfaction-profit chain; Survey objectives; Understanding customer behaviour; Exploratory research; Sampling; Survey options; Questionnaire design; Interviewing skills; Analysis and reporting; PR aspects; Measuring loyalty; Modelling and forecasting; Maximising the benefits; Appendices: Examples of customer satisfaction questionnaires; SERVQUAL; Glossary of terms; Additional information; Bibliography; Index.

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