TY  - BOOK
AU  - Rao, Ajit
AU  - Chandra, Subash
TI  - The little book of big customer satisfaction measurement
SN  - 9788132109785
U1  - 658.812 
PY  - 2012///
CY  - New Delhi
PB  - Sage Publications 
KW  - Consumer satisfaction
N1  - Includes bibliographical references (pages 161-162); 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
ER  -