The Satisfied customer: winners and losers in the battle for buyer preference
Author: Fornell, Claes Publisher: Palgrave Macmillan, 2007.Language: EnglishDescription: 247 p. : Graphs/Ill. ; 24 cm.ISBN: 9781403981974Type of document: BookBibliography/Index: Includes bibliographical references and index
| Item type | Current location | Collection | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
|
Europe Campus Main Collection |
HF5415.55 .F67 2007
(Browse shelf) 001231038 |
Available | 001231038 |
Includes bibliographical references and index
Digitized
The Satisfied Customer Winners and Losers in the Battle for Buyer Preference Contents LIST OF FIGURES AND TABLES ................................................. vii 1 Introduction ..................................................................... 1 2 The Big Picture ............................................................. 31 3 The Science of Customer Satisfaction ........................... 63 4 When Customer Satisfaction Matters and When It Doesn't ...................................................... 99 5 Customer Satisfaction and Stock Returns: The Power of the Obvious ........................................... 133 6 Things Aren't Always What They Seem: Inadvertently Damaging Customer Assets ......................................................... 155 7 Customer Asset Management: Offense Versus Defense ............................................. 181 8 Putting the Numbers fo Work ....................................... 211 N O T E S I N D E X ................................................................................................................. .................................................................................................................. 231 239
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