| 000 | 01167nam a2200181 4500 | ||
|---|---|---|---|
| 999 |
_c965 _d965 |
||
| 020 | _a8179291782 | ||
| 022 | _a9788179291788 | ||
| 050 |
_aHF5415 _b.H55 |
||
| 100 | _a Hill, N | ||
| 245 |
_aHandbook of Customer satisfaction _cAlexander J, Hill N |
||
| 250 | _a1st ed | ||
| 260 |
_aNew Delhi _bInfinity Books _c2006 |
||
| 300 |
_aix,290p,. _bill _c21cm |
||
| 500 | _aIncludes index | ||
| 505 | _aThe 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 | ||
| 700 | _aAlexander J | ||
| 942 | _cBK | ||