Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think - Couverture souple

SZWARC, Paul

 
9780749443368: Researching Customer Satisfaction and Loyalty: How to Find Out What People Really Think
Couverture souple
ISBN 10 : 0749443367 ISBN 13 : 9780749443368
Editeur : Kogan Page, 2005

Synopsis

Customer satisfaction and loyalty has been one of the largest areas of market research for the past twenty years, and interest in it continues to increase. Organizations today invest heavily in programmes designed to retain customers as they recognize the importance of having loyal, committed customers to sustain and increase company profits.

Researching Customer Satisfaction and Loyalty is a vital guide to this expanding area. It examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results from that research. The breadth of detail is exhaustive and topics covered include: the development of customer satisfaction and loyalty, management theories about it, qualitative and quantitative research, and how market research projects get commissioned. The book also looks at the factors that both supplier and client need to consider when preparing a research brief and proposal, how interest in this area is changing and what the future holds for research into customer satisfaction.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

Paul Szwarc is a director at Network Research and Marketing Ltd. He has 25 years' experience of consumer and business-to-business research, and has worked on both the client and supply side in the UK and Canada. An expert in the consumer financial sector, he has directed multi-country projects on customer loyalty and retention, new product/service development, and employee satisfaction in the UK, European and North American markets.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Kogan Page
Date d'édition
2005
Langue
anglais
ISBN 10 
0749443367
ISBN 13 
9780749443368
Reliure
Broché
Nombre de pages
272
Coordonnées du fabricant
non disponible
Personne responsable
gpsr@libri.de
gpsr@libri.de

Friedensallee 273
Hamburg
22763
Allemagne

Autres éditions populaires du même titre

9780749446611: Researching Customer Satisfaction and Loyalty

Edition présentée

ISBN 10 :  0749446617 ISBN 13 :  9780749446611
Couverture souple