Researching customer satisfaction & loyalty :how to find out what people really think

  • 作者: Szwarc, Paul.
  • 出版: London ;Sterling, VA : Kogan Page 2005.
  • 稽核項: 1 online resource (xiv, 258 pages) :illustrations.
  • 叢書名: Market research in practice series
  • 標題: BUSINESS & ECONOMICS Customer Relations. , Customer Relations. , Electronic books. , Consumer satisfaction. , Customer loyalty. , BUSINESS & ECONOMICS
  • ISBN: 1423729560 , 9781423729563
  • ISBN: 1423729564 , 9781423729566
  • 試查全文@TNUA:
  • 附註: Includes bibliographical references (pages 247-251) and index. 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?
  • 摘要: 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.
  • 電子資源: https://dbs.tnua.edu.tw/login?url=https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=137384
  • 系統號: 005320134
  • 資料類型: 電子書
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  • 引用網址: 複製連結