The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell.
Material type: TextPublication details: New York : Palgrave Macmillan, 2007.Edition: 1st edDescription: viii, 247 p. : ill. ; 25 cmISBN:- 1403981973
- 9781403981974
- 0230604064
- 9780230604063
- 658.8343 22
- HF5415.335 .F67 2007
Item type | Current library | Call number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|
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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