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

By: Material type: TextTextPublication details: New York : Palgrave Macmillan, 2007.Edition: 1st edDescription: viii, 247 p. : ill. ; 25 cmISBN:
  • 1403981973
  • 9781403981974
  • 0230604064
  • 9780230604063
Subject(s): DDC classification:
  • 658.8343 22
LOC classification:
  • HF5415.335 .F67 2007
Online resources:
Contents:
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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Holdings
Item type Current library Call number Status Date due Barcode
Books Books Centeral Library First floor - Management 658.8343 F.C.S 2007 (Browse shelf(Opens below)) 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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