TY  - BOOK
AU  - Rao, Ajit
AU  - Chandra, Subhash
TI  - The little book of big customer satisfaction measurement
SN  - 9788132109785
PY  - 2012///
CY  - New Delhi
PB  - SAGE
KW  - Business and Management
KW  - Consumer satisfaction
N1  - 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
UR  - https://evidya.sagepub.in/library/the-little-book-of-big-customer-satisfaction-measurement?bookId=2583&siteName=evidya
ER  -