35986841_10216840653711318_1105697261150535680_n

The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell.

By: Fornell, Claes
Material type: TextTextPublisher: New York : Palgrave Macmillan, 2007Edition: 1st edDescription: viii, 247 p. : ill. ; 25 cmISBN: 1403981973; 9781403981974; 0230604064; 9780230604063Subject(s): Consumer satisfaction | Consumers' preferences | Customer relationsDDC classification: 658.8343 LOC classification: HF5415.335 | .F67 2007Online resources: Table of contents only | Contributor biographical information | Publisher description
Contents:
List of figures and tables -- Introduction -- big picture -- science of customer satisfaction -- When customer satisfaction matters and when it doesn't -- Customer satisfaction and stock returns : the power of the obvious -- Things aren't always what they seem : inadvertently damaging customer assets -- Customer asset management : offense versus defense -- Putting the numbers to work -- Notes -- Index.
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Item type Current location Call number Status Date due Barcode
Books Books Centeral Library
First floor - Management
658.8343 F.C.S 2007 (Browse shelf) Available 12154

Includes bibliographical references (p. [231]-237) and index.

List of figures and tables -- 1. Introduction -- 2. The big picture -- 3. The science of customer satisfaction -- 4. When customer satisfaction matters and when it doesn't -- 5. Customer satisfaction and stock returns : the power of the obvious -- 6. Things aren't always what they seem : inadvertently damaging customer assets -- 7. Customer asset management : offense versus defense -- 8. Putting the numbers to work -- Notes -- Index.

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