000			01104nam a22002297a 4500
005			20130814120655.0
010			_aENG-107818
020			_a9788132109785 _c350.00
035			_aEN-91351
037			_bDBAD/PUB
082			_a658.812
100			_aRao, Ajit
245			_aThe little book of big customer satisfaction measurement / _cby Ajit Rao [and] Subhash Chandra
260			_aNew Delhi _bSage Publications _c2012
270			_aB1/1-1 Mohan Cooperative Industrial Area, Mathura Road _bNew Delhi _e110044
300			_axvi,164p. : _c18cm(pbk) _bill.
500			_aIncludes bibliographical references (pages 161-162).
505			_aPreface -- 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.
650			_aConsumer satisfaction.
700			_aChandra, Subash
942			_2ddc _cEN _mRAO _h658.812
999			_c77196 _d77196