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The Handbook of Customer Satisfaction and Loyalty Measurement. 3rd ed. 顧客満足・忠誠心測定ハンドブック 第3版
・ISBN 978-0-566-08744-8 2006 hard GB£ 145.99
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・ISBN 978-1-032-83868-7 2024 paper GB£ 38.99
￥12,351.- (税込) ※（※）価格はご注文時の参考価格となります。
納品価格につきましては書籍の入荷時点で確定となります。
版元の原価改定、外国為替の変動等により異なる場合がございますので、予めご了承下さい。
お気に入り
★★★
電子版あり 大学・学術機関向け電子ブック（eBook）ISBN 978-1-315-23927-9
| 著者・編者 | Hill, Nigel / Alexander, J., |
|---|---|
| 出版社 | (Gower, UK) |
| ページ数 | 288 pp. |
| 言語 | ENG |
| ニュース番号 | ＜535-674＞ |
解説
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. 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 project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.