July 2005
Intermediate to advanced
272 pages
7h 45m
English
Content preview from Researching Customer Satisfaction and Loyalty
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12Reporting the findings
This chapter briefly recaps the key themes in the book and asks the question: what does the future hold for researching customer satisfaction and loyalty?
I have been in this business 36 years. I’ve learned a lot – and most of it doesn’t apply any more.
Charles Exley, CEO, NCR Corporation (Clemmer, 1993: 76)
RECAP
This book has been written as an introduction to researching customer satisfaction and loyalty. Its aim has been to demonstrate that while there are many theories and models to help organizations become more customer-centric, there is no simple management model or research technique that will provide a definitive answer to the question: what drives customer satisfaction and loyalty? What can be said is that ...
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