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The little book of big customer satisfaction measurement / Ajit Rao, Subhash Chandra.

By: Contributor(s): Material type: TextTextPublication details: New Delhi Sage Response 2012Description: xvi, 164 pages : illustrations ; 21 cmISBN:
  • 9788132109785 (pbk. : alk. paper)
Subject(s): DDC classification:
  • 658.812 23 40435
LOC classification:
  • HF5415.335 .R36 2012
Contents:
Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.
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Holdings
Item type Current library Call number Status Date due Barcode
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40435 (Browse shelf(Opens below)) Available siu-b-40435
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40436 (Browse shelf(Opens below)) Available siu-b-40436
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40437 (Browse shelf(Opens below)) Available siu-b-40437
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40438 (Browse shelf(Opens below)) Available siu-b-40438
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40439 (Browse shelf(Opens below)) Available siu-b-40439
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40440 (Browse shelf(Opens below)) Available siu-b-40440
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40441 (Browse shelf(Opens below)) Available siu-b-40441
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40442 (Browse shelf(Opens below)) Available siu-b-40442
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40443 (Browse shelf(Opens below)) Available siu-b-40443
Books Books Symbiosis International University Central Library On Display 658.812/RAO 40444 (Browse shelf(Opens below)) Available siu-b-40444

Includes bibliographical references (pages 161-162).

Preface -- Acknowledgments -- Introduction -- The basic truths of customer satisfaction -- The measurement tools -- Converging brand and the customer -- The loyalty convergence -- NPS : is it the ultimate question? -- Benchmarking and normative databases -- Implementing the survey findings -- Appendices -- Bibliography -- About the authors.

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