Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about ho

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l

Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about ho

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well docu