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

By: Rao, AjitContributor(s): Chandra, SubhashMaterial type: Text

TextPublication details: New Delhi: SAGE, 2012Description: xvi, 164 pISBN: 9788132109785; 9788132117193Subject(s): Business and Management | Consumer satisfactionOnline resources: Click here to access online

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	Item holds
e-Books	Central Library, Sikkim University		Not for loan		E-2357

Total holds: 0

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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