000			00997cam a2200205 i 4500
003			OSt
005			20221229153602.0
008			121017s2012 caua b 000 0 eng
020			_a9788132109785 (pbk. : alk. paper)
082	0	0	_a658.812 _bRAO-L _223
100	1		_aRao, Ajit,
245	1	4	_aThe little book of big customer satisfaction measurement / _cAjit Rao and Subhash Chandra.
264		1	_aThousand Oaks : _bSAGE Publications India Pvt. Ltd, _c2012.
300			_axvi, 164p.
504			_aIncludes bibliographical references (pages 161-162).
505	0		_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		0	_aConsumer satisfaction.
700	1		_aChandra, Subhash.
942			_2ddc _cBK
999			_c19027 _d19027