Public and private sector organisations increasingly understand that meeting or exceeding the requirements of their customers is their most important objective. In the private sector there is an abundance of evidence from Harvard Business School and others that customer satisfaction and loyalty account for the biggest difference between the most and least successful companies in most markets. In public sector, most organisations are tasked by Government to provide a high quality of service to their customers. To monitor their success, most organisations conduct customer satisfaction surveys, but many do so very badly, producing inaccurate, even misleading information that is totally unsuitable for decision making or for monitoring organisations real success in meeting their customers requirements. This is the first fully referenced text on measuring and monitoring customer satisfaction. It combines the experience of three practitioners from the UK s leading specialist in customer satisfaction surveys with published practitioner and academic knowledge from both sides of the Atlantic. It provides a clear, step by step guide to conducting a customer satisfaction survey that will produce a measure that accurately reflects how satisfied or dissatisfied customers feel and will reliably monitor changes in customer satisfaction over time. As well as a thorough explanation of relevant research techniques, the book fully explores the differences between customer satisfaction and loyalty as well as the relationship between the two. It also explains how customer satisfaction makes companies more successful and focuses on how to produce actionable outcomes from surveys that will help organisations to improve customer satisfaction. It is suitable for managers and practitioners who are responsible for customer service, satisfaction or loyalty in their organisations or for senior management seeking a better understanding of this key aspect of business success. For students, lecturers and relevant academic courses, the book provides the only comprehensive and fully referenced text on the subject.314pp.
Cogent Publishing, 2007, Paperback, Book Condition: New, Jacket Condition: No d/j as Published. . . 8vo - over 7¾" - 9¾" tall.

ISBN: 9780955416118

Inventory #18118

Price: £ 15.00 GBP ($ 23.70 approx. - € 18.12 approx.)

This text is a book-length study of the marketing aspects of product durability and the optimal use of consumer durables. It is aimed at managers, academics, government specialists and consumer lobbyists concerned with efficient consumption, client orientation and waste avoidance. Do our products last long enough? Is mass consumption biased towards sub-optimal and unsustainable consumption patterns? What should be done to improve the use of consumer durables? What can be learned from innovative firms in this increasingly important area of sustainable consumption? This volume offers both analytical insights and hands-on advice on how to move towards the goal of the optimal use of consumer products. 146pp.
Kluwer Academic Publishers, 1998, Cloth/Laminated Boards, Book Condition: As New, Jacket Condition: No d/j as Published. First Edition. . 8vo - over 7¾" - 9¾" tall.

ISBN: 0792381459

Inventory #15114

Price: £ 30.00 GBP ($ 47.40 approx. - € 36.24 approx.)

With clear topics,comprehensive statutes list and a table of cases this book also contains self check questions and learning outcomes and is a complete course in business law.387pp.
Liverpool Academic Press, 2003, Paperback, Book Condition: Fine, Jacket Condition: No d/j as Published. Third Edition. . 4to - over 9¾" - 12" tall.

ISBN: 1903499046

Inventory #13773

Price: £ 10.00 GBP ($ 15.80 approx. - € 12.08 approx.)

N.B. Reading crease to spine side of front cover. 232pp.
The Learning Company Project, 1994, Paperback, Book Condition: Very Good, Jacket Condition: No d/j as Published. . . 8vo - over 7¾" - 9¾" tall.

ISBN: 1899517006

Inventory #24133

Price: £ 7.50 GBP ($ 11.85 approx. - € 9.06 approx.)

327pp.
Analytics Press, 2009, Cloth, Book Condition: New, Jacket Condition: As New. First Edition. Heavy Item Postage Quote. 4to - over 9¾" - 12" tall.

ISBN: 9780970601988

Inventory #21794

Price: £ 35.00 GBP ($ 55.30 approx. - € 42.28 approx.)

What makes some brands stand out from the pack year after year? In a vast marketplace glutted with countless 'pretty good brands', how are some products able to command unquestionable customer loyalty and lasting enthusiasm? Veteran business strategist Kate Newlin defines the key ingredients that go into passion brands - brands that we recommend to friends wholeheartedly, with a joyous, even evangelical zeal. Passion brands inspire an emotional attachment. Unlike consumer fads, we become personally invested in them, sometimes even more so than we do with our friends and loved ones. Newlin identifies the social factors that have made passion brands the driving force in consumer marketing today. Based on proprietary research, which makes use of in-depth interviews with company executives as well as state-of-the-art analytics, she answers the following key questions: Are there common characteristics that enable passion brands to become carriers of personal meaning? What is the financial impact on a company that produces a passion brand? Do passion brands create a halo over the stock prices? She notes that in a world of almost unlimited consumer choices, the old rules of marketing just don't work anymore (product, package, position, price, and promotion). Now marketers must react to consumers in real time, encouraging 'brand democracy' in which users can help decide a product's characteristics, from size and colour to how it should be marketed. This book is must reading for entrepreneurs and denizens of corporate cubicles and boardrooms alike. 292pp.
Prometheus Books, 2009, Cloth, Book Condition: New, Jacket Condition: New. . . 8vo - over 7¾" - 9¾" tall.

ISBN: 9781591026877

Inventory #22882

Price: £ 17.00 GBP ($ 26.86 approx. - € 20.54 approx.)

This volume deals with concepts relating to public productivity through quality and strategic management. It is suggested that quality is not a simple or single concept: it can mean compliance with pre-determined specifications of processes or outputs; it can mean assessment of outcomes or gatekeeping - in other words, assuring the quality of the inputs. There are obvious parallels with measuring productivity - if you cannot get good handles on outputs, then use inputs. This problem of the simple becoming complicated was understood by the Japanese at the inception of their "productivity movement". Having carefully analyzed how Europe had adopted and adapted American productivity techniques and approaches, and being faced with a turbulent system of industrial relations and a poor quality image, the initiators of the Japanese productivity movement came to the conclusion that, at least, a cease-fire and, at best, a treaty had to be negotiated between organized labour, management and government. The resulting 1955 productivity principles are addressed in this book. 271pp.
IOS Press, 1995, Cloth/Laminated Boards, Book Condition: New, Jacket Condition: No d/j as Published. . . 8vo - over 7¾" - 9¾" tall.

ISBN: 9051991894

Inventory #22978

Price: £ 70.00 GBP ($ 110.60 approx. - € 84.56 approx.)

383pp.
Weidenfeld & Nicholson, 2000, Cloth, Book Condition: Very Good, Jacket Condition: Very Good. First Edition. D/J in Protective Wrapper. 8vo - over 7¾" - 9¾" tall.

ISBN: 0297643673

Inventory #18483

Price: £ 6.50 GBP ($ 10.27 approx. - € 7.85 approx.)

Atlantic Publishing Group, 2007, Paperback, Book Condition: New, Jacket Condition: No d/j as Published. . . 8vo - over 7¾" - 9¾" tall.

ISBN: 1601380380

Inventory #17578

Price: £ 9.50 GBP ($ 15.01 approx. - € 11.48 approx.)

The knowledge, resources, and computing power of billions of people are self-organizing into a massive new collective force. Interconnected and orchestrated through blogs, wikis, chat rooms, peer-to-peer networks, and personal broadcasting, the Web is being reinvented to provide the first global platform for collaboration in history. "Wikinomics" is the definitive investigation into how small businesses can achieve success by using a dynamic ecosystem of partners to co-create and peer-produce value in this newly-emerging, networked economy. Encouraging consumers, employees, suppliers, partners and competitors alike to share information and ideas, mass collaboration marks a profound change in the way business is conducted and radically alters the future of corporate architecture, strategy and management.
Atlantic Books, 2007, Cloth, Book Condition: New, Jacket Condition: New. First Edition. . 8vo - over 7¾" - 9¾" tall.

ISBN: 9781843546368

Inventory #19115

Price: £ 9.50 GBP ($ 15.01 approx. - € 11.48 approx.)