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Bosio and Filomarino (1996a, June 15). Quality service. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/quality-service
Judson and Johnston (1996a, June 15). Pulling down the walls of the tower. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/pulling-down-the-walls-of-the-tower
Tizard and Link (1996a, June 15). Customer handling. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/customer-handling
Sargent, D. (1996a, June 15). What customers want. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/what-customers-want
Jamieson, D. (1996a, March 01). Meaningful rather than measurable customer satisfaction. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/meaningful-rather-than-measurable-customer-satisfaction
Holmstrom, S. (1996a, February 01). How customer satisfaction research has been integrated in the operations of a service company. ANA - ESOMAR. Retrieved May 14, 2024, from
Adler, J. (1995a, September 01). Action-based system to maintain customer loyalty. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/action-based-system-to-maintain-customer-loyalty
Dittrich, W. (1995a, June 15). Increasing revenues in furniture sales by increasing customer retention. ANA - ESOMAR. Retrieved May 14, 2024, from
Sá Lucas, L. (1995a, May 01). A 2E2N approach to customer satisfaction surveys. ANA - ESOMAR. Retrieved May 14, 2024, from
https://ana.esomar.org/documents/a-2e2n-approach-to-customer-satisfaction-surveys