An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurat

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well docu

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l

This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the