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The little book of big customer satisfaction measurement/

Rao, Ajit

The little book of big customer satisfaction measurement/ Ajit Rao and Subhash Chandra - New Delhi: SAGE, 2012. - xvi, 164 p.

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.

ISBN: 9788132109785 9788132117193

Subjects--Topical Terms:
Business and Management
Consumer satisfaction

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