000			01938cam a2200373 a 4500
999			_c10281 _d10281
001			14899191
005			20170427110722.0
008			070621s2007 nyua b 001 0 eng
010			_a 2007024932
020			_a1403981973
020			_a9781403981974
020			_a0230604064
020			_a9780230604063
035			_a(OCoLC)ocn145396504
040			_aDLC _cDLC _dBAKER _dC#P _dBWX _dYDXCP _dVP@ _dBTCTA _dNOR _dRUQBL _dLMR _dCQU _dDLC
050	0	0	_aHF5415.335 _b.F67 2007
082	0	0	_a658.8343 _222
100	1		_aFornell, Claes.
245	1	4	_aThe satisfied customer : _bwinners and losers in the battle for buyer preference / _cClaes Fornell.
250			_a1st ed.
260			_aNew York : _bPalgrave Macmillan, _c2007.
300			_aviii, 247 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references (p. [231]-237) and index.
505	0	0	_tList of figures and tables -- _g1. _tIntroduction -- _g2. The _tbig picture -- _g3. The _tscience of customer satisfaction -- _g4. _tWhen customer satisfaction matters and when it doesn't -- _g5. _tCustomer satisfaction and stock returns : the power of the obvious -- _g6. _tThings aren't always what they seem : inadvertently damaging customer assets -- _g7. _tCustomer asset management : offense versus defense -- _g8. _tPutting the numbers to work -- _tNotes -- _tIndex.
650		0	_aConsumer satisfaction.
650		0	_aConsumers' preferences.
650		0	_aCustomer relations.
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/toc/ecip0720/2007024932.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy0730/2007024932-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy0730/2007024932-d.html
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK