Researching Customer Satisfaction & Loyalty


Paul. Szwarc
Bok Engelsk 2005 · Electronic books.
Annen tittel
Utgitt
London : : Kogan Page, , 2005.
Omfang
1 online resource (273 p.)
Opplysninger
Description based upon print version of record.. - The Market Research Society; MARKET RESEARCH IN PRACTICE SERIES; RESEARCHING CUSTOMER SATISFACTION &LOYALTY; Publisher's note; Contents; this page intentionally left blank; The editorial board; SERIES EDITORS; ADVISORY MEMBERS; Preface; Acknowledgements; Part I; INTRODUCTION AND THEORY; Theories and strategies for measuring and improving customer satisfaction and loyalty; Qualitative research; Quantitative research; Part II; GETTING STARTED; this page intentionally left blank; The project briefing; The proposal; Sampling; What to ask; Part III; 'TOUCHING' THE CONSUMER. - this page intentionally left blankFacing the consumer; Part IV; OUTPUTS; this page intentionally left blank; Analysis; Reporting the findings; Part V; WHAT LIES AHEAD?; this page intentionally left blank; What lies ahead?; Appendix 1:; Market Research Associations Appendix 1:; Appendix 2:; The Market Research Society Code of Conduct Appendix 2:; Notes; CHAPTER 3; CHAPTER 12; Bibliography; WEBSITES; this page intentionally left blank; Index. - Researching Customer Satisfaction and Loyalty is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative research, and how market research projects get commissioned. The book also looks at the factors that both supplier and client need to consider when preparing a research brief and proposal
Emner
Consumer satisfaction.
Customer loyalty.
Business & Economics
Commerce
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Dewey
ISBN
0749443367

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