Fornell, Claes. <br/><br/>
The satisfied customer :  winners and losers in the battle for buyer preference / 
Claes Fornell. 
 - 1st ed. 
 - New York :  Palgrave Macmillan,  2007. 
 - viii, 247 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. [231]-237) and index. 
<br/><br/> List of figures and tables --  Introduction --  big picture --  science of customer satisfaction --  When customer satisfaction matters and when it doesn't --  Customer satisfaction and stock returns : the power of the obvious --  Things aren't always what they seem : inadvertently damaging customer assets --  Customer asset management : offense versus defense --  Putting the numbers to work --  Notes --  Index.  1.  2. The  3. The  4.  5.  6.  7.  8. 
<br/><br/><label>ISBN: </label>1403981973 9781403981974 0230604064 9780230604063 
<br/><br/><label>LCCN: </label>2007024932 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Consumers' preferences.<br/>Customer relations.
<br/><br/><label>LC Class. No.: </label>HF5415.335  / .F67 2007 
<br/><br/><label>Dewey Class. No.: </label>658.8343