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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
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5415.55 .F67 2007
(Browse shelf)
001231038
Available 001231038
Total holds: 0

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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