Handbook of Customer satisfaction Alexander J, Hill N
Material type:
TextPublication details: New Delhi Infinity Books 2006Edition: 1st edDescription: ix,290p,. ill 21cmISBN: - 8179291782
- 9788179291788
- HF5415 .H55
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Methodist University Library Main General Stacks | HF5415 .H55 (Browse shelf(Opens below)) | Available | 32549 | ||||||||||||||
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Methodist University Library Main General Stacks | HF5415 .H55 (Browse shelf(Opens below)) | Available | 30887 | ||||||||||||||
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Methodist University Library Main General Stacks | Reference | HF5415 .H55 (Browse shelf(Opens below)) | Available | 30891 | |||||||||||||
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Methodist University Library Main General Stacks | HF5415 .H55 (Browse shelf(Opens below)) | Available | 30889 | ||||||||||||||
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| HF5415 .F14 Foundations of marketing | HF5415 .H13 MKTG3 : | HF5415 .H55 Handbook of Customer satisfaction | HF5415 .H55 Handbook of Customer satisfaction | HF5415 .J35 Encyclopedia of customer relationship management | HF5415 .J5 Principles and practice of marketing / | HF5415 .J5 Principles and practice of marketing |
Includes index
The cost of new customers
Types of loyalty
The link between satisfaction and commitment at a UK bank
Controllable versus non-controllable
Givens or differentiators
Internal or external resources?
CSM project plan
Sampling plan for depth interviews
A comparison of depth interviews and focus groups
Standard statistical table
Distribution of respondents in the large user segment
Randomly ordered list of DMU members
Accurate coverage of the DMU
Summary of advantages and disadvantages of personal interviews
Summary of advantages and disadvantages of telephone interviews
Summary of advantages and disadvantages of self-completion questionnaires
Effectiveness of techniques to improve response rates
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