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

By: Material type: TextPublication 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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Cover image Item type Current library Home library Collection Shelving location Call number Materials specified Vol info URL Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
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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