| Document Type
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BL
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| Record Number
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956663
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| Doc. No
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b711033
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| Main Entry
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Szwarc, Paul.
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| Title & Author
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Researching customer satisfaction loyalty : : how to find out what people really think /\ Paul Szwarc.
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| Publication Statement
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London ;Sterling, VA :: Kogan Page,, 2005.
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| Series Statement
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Market research in practice series
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| Page. NO
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1 online resource (xiv, 258 pages) :: illustrations
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| ISBN
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0749443367
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: 0749446218
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: 128025145X
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: 1423728564
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: 1423729560
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: 1598758586
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: 9780749443368
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: 9780749446215
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: 9781280251450
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: 9781423728566
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: 9781423729563
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: 9781598758580
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1423729564
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9781423729566
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| Bibliographies/Indexes
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Includes bibliographical references (pages 247-251) and index.
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| Contents
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I: Introduction and theory -- Introduction to customer satisfaction and loyalty -- Theories and strategies for measuring and improving customer satisfaction and loyalty -- Qualitative research -- Quantitative research -- II: Getting started -- The project briefing -- The proposal -- Sampling -- What to ask -- III: 'Touching' the consumer -- Facing the consumer -- IV: Outputs -- Analysis -- Reporting the findings -- V: What lies ahead? -- What lies ahead?
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| Abstract
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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.
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| Subject
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Consumer satisfaction.
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| Subject
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Customer loyalty.
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| Subject
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BUSINESS ECONOMICS-- Customer Relations.
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| Subject
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Consumer satisfaction.
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| Subject
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Customer loyalty.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.335.S98 2005
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| Parallel Title
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Researching customer satisfaction and loyalty
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