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9780566081941

Handbook of Customer Satisfaction and Loyalty Measurement

by ;
  • ISBN13:

    9780566081941

  • ISBN10:

    0566081946

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2000-07-01
  • Publisher: Gower Pub Co
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List Price: $159.95

Table of Contents

List of figures
vii
List of tables
xi
Preface xiii
Introduction
1(4)
Why measure customer satisfaction?
5(8)
Loyalty
13(8)
The satisfaction-profit chain
21(7)
Survey objectives
28(19)
Understanding customer behaviour
47(19)
Exploratory research
66(20)
Sampling
86(15)
Survey options
101(12)
Questionnaire design
113(43)
Interviewing skills
156(6)
Analysis and reporting
162(33)
PR aspects
195(13)
Measuring loyalty
208(14)
Modelling and forecasting
222(8)
Maximizing the benefits
230(11)
Appendix 1: Examples of customer surveys 241(25)
Appendix 2: SERVQUAL 266(8)
Appendix 3: Glossary of terms 274(7)
Appendix 4: Additional information 281(3)
Appendix 5: Bibliography 284(3)
Index 287

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