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Handbook of Customer Satisfaction and Loyalty Measurement [Hardcover]

Nigel Hill , Jim Alexander


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Hardcover 74.11  
Hardcover, 30 Aug 2000 --  
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The Handbook of Customer Satisfaction and Loyalty Measurement The Handbook of Customer Satisfaction and Loyalty Measurement
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Book Description

30 Aug 2000
An examination of how to use research effectively. 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, and providing internal feedback and taking effective action to address issues raised by the survey. This new edition (previously published as "Handbook of Customer Satisfaction Measurement") includes four new chapters on loyalty measurement. As well as examining the nature of loyalty, the book provides detailed information on how this complex concept should be measured. The satisfaction-profit chain and associated modelling and forecasting techniques are also explained.


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Over the last decade organizations of all types and sizes have increasingly come to understand the importance of customer satisfaction. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Amazon.com: 3.0 out of 5 stars  2 reviews
2 of 2 people found the following review helpful
3.0 out of 5 stars A sound handbook 18 Feb 2003
By Bill Godfrey - Published on Amazon.com
Format:Hardcover
A simply written and thorough manual covering the rationale for and design of research into customer loyalty and satisfaction. It is written for the researcher rather than for the user of research. The early chapters establish the link between customer behaviour, customer satisfaction, loyalty and profit. The rest of the book works through exploratory and detailed research, PR, forecasting and related topics.
3.0 out of 5 stars A good tool to understand the ralation between satisfaction, loyalty and profitability. 2 Dec 2012
By Pedro Lopez - Published on Amazon.com
Format:Hardcover|Verified Purchase
It is a theorical aproach to the topic and the customer behaviour, mainly from the service point of view. A good tool to undersstand and elaborate satisfaction surveys, from the sample to the results.
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