Handbook of Customer Satisfaction and Loyalty Measurement

by Nigel Hill, Jim Alexander, Jim Alexander, et al.

This title was first published in 2000: An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include...

• Format: Hardcover
• Language: English
• ISBN: 113873005X
• ISBN13: 9781138730052
• Release Date: December 2023
• Publisher: Routledge