The little book of big customer satisfaction measurement /
by Rao, Ajit; Chandra, Subhash.
Material type:
BookPublisher: Thousand Oaks, Calif. : SAGE, 2012Description: xvi, 164 pages : illustrations ; 20 cm.ISBN: 9788132109785 (pbk. : alk. paper); 8132109783 (pbk. : alk. paper).Subject(s): Consumer satisfaction
Contents:
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
| Item type | Location | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
 Book |
Lee Yan Fong Library
Library Collection
Lee Yan Fong Library |
HF5415.335 R36 2012 (Browse shelf) | Available | 00008716 |
Total holds: 0
Includes bibliographical references.
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
Hong Kong Nang Yan College of Higher Education
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG