July 2005
Intermediate to advanced
272 pages
7h 45m
English
Content preview from Researching Customer Satisfaction and Loyalty
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Bibliography
Allen, Derek R (2004) Customer Satisfaction Research Management, ASQ Quality Press, Wisconsin
Alreck, Pamela L and Settle, Robert B (1995) The Survey Research Handbook, 2nd edn, Irwin Professional Publishing, Burr Ridge, Illinois
Anderson, Kristin and Kerr, Carol (2002) Customer Relationship Management, McGraw-Hill, New York
Bacon, Donald R (2003) A comparison of approaches to importance-performance analysis, Journal of the Market Research Society, 45 (1), pp 55–71
Bagozzi, Richard P, Gürhan-Canli, Zeynep and Priester, Joseph R (2002) The Social Psychology of Consumer Behaviour, Open University Press, Buckingham Baker, Michael J (1991) Research for Marketing, Macmillan Education,
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