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Garlick, R. (2006a, October 08). The myth of service recovery. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-myth-of-service-recovery
Passikoff, R. (2006a, October 08). The importance of first contact. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-importance-of-first-contact
Schwartz and Jennick (2006a, September 17). Playing the egg game. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/playing-the-egg-game
Wimbush, Fleck and Check (2006a, February 27). Customer for life. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/customer-for-life
Cherbosque, Hernandez and Momney (2005a, October 23). The effectiveness of customer satisfaction measurements. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/the-effectiveness-of-customer-satisfaction-measurements
Neira and Cohen (2005a, October 23). Satisfied with your customer analysis methods?. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/satisfied-with-your-customer-analysis-methods-
Schellekens, Otker, Heutink and van Leeuwen (2005a, September 21). True loyalty. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/true-loyalty
, A. (2005a, September 01). Revue Française du Marketing (Septembre 2005). ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/revue-fran-aise-du-marketing-septembre-2005-
B.V., E. (2005a, June 15). Customer satisfaction studies. ANA - ESOMAR. Retrieved September 27, 2024, from
https://ana.esomar.org/documents/customer-satisfaction-studies