Rao, Ajit creator Chandra, Subash text New Delhi Sage Publications 2012 monographic xvi,164p. : 18cm(pbk) ill. 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. by Ajit Rao [and] Subhash Chandra Includes bibliographical references (pages 161-162). Consumer satisfaction 658.812 9788132109785 ENG-107818 DBAD/PUB 20130814120655.0