The little book of big customer satisfaction measurement /

                                                                                                                
658.812RAO
Rao, Ajit
   The little book of big customer satisfaction measurement / by Ajit Rao [and] Subhash Chandra.- New Delhi:Sage Publications ,2012.
  xvi,164p. :ill.;18cm(pbk)
  content: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.
  Note: Includes bibliographical references (pages 161-162).
  ISBN:9788132109785     Rs. 350.00

  DBAD/PUB /ENG-107818/ EN-91351 /   350.00 /sign

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