TY  - BOOK
AU  - Fornell,Claes
TI  - The satisfied customer: winners and losers in the battle for buyer preference 
SN  - 1403981973
AV  - HF5415.335 .F67 2007
U1  - 658.8343 22
PY  - 2007///
CY  - New York
PB  - Palgrave Macmillan
KW  - Consumer satisfaction
KW  - Consumers' preferences
KW  - Customer relations
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip0720/2007024932.html
UR  - http://www.loc.gov/catdir/enhancements/fy0730/2007024932-b.html
UR  - http://www.loc.gov/catdir/enhancements/fy0730/2007024932-d.html
ER  -