[Paul_Szwarc]_Researching_Customer_Satisfaction__(b-ok.org)_2 - Copy.pdf - Researching Cust FB 11:14 am Page 1 RESEARCHING CUSTOMER SATISFACTION LOYALTY

[Paul_Szwarc]_Researching_Customer_Satisfaction__(b-ok.org)_2 - Copy.pdf

This preview shows page 1 - 4 out of 273 pages.

PAUL SZWARC RESEARCHING CUSTOMER SATISFACTION & LOYALTY HOW TO FIND OUT WHAT PEOPLE REALLY THINK MARKET RESEARCH IN PRACTICE
Image of page 1
The Market Research Society With over 8,000 members in more than 50 countries, The Market Research Society (MRS) is the world’s largest international member- ship organization for professional researchers and others engaged in (or interested in) marketing, social or opinion research. It has a diverse membership of individual researchers within agen- cies, independent consultancies, client-side organizations, and the aca- demic community, and from all levels of seniority and job functions. All MRS members agree to comply with the MRS Code of Conduct (see Appendix 2), which is supported by the Codeline advisory service and a range of specialist guidelines on best practice. MRS offers various qualifications and membership grades, as well as training and professional development resources to support these. It is the official awarding body in the UK for vocational qualifications in market research. MRS is a major supplier of publications and information services, conferences and seminars and many other meeting and networking opportunities for researchers. MRS is ‘the voice of the profession’ in its media relations and public affairs activities on behalf of professional research practitioners, and aims to achieve the most favourable climate of opinions and legislative environment for research. The Market Research Society (Limited by Guarantee) Company Number 518685 Company Information: Registered office and business address: 15 Northburgh Street, London EC1V 0JR Telephone: 44 20 7490 4911 Fax: 44 20 7490 0608 e-mail: [email protected] website:
Image of page 2
MARKET RESEARCH IN PRACTICE SERIES Published in association with The Market Research Society Consultant Editors: David Barr and Robin J Birn Kogan Page has joined forces with The Market Research Society (MRS) to publish this unique series of books designed to cover the latest developments in market research thinking and practice. The series provides up-to-date knowledge on the techniques of market research and customer insight and best practice in implementing them. It also shows the contribution market research and customer information management techniques can make to helping organisa- tions of all kinds in shaping their strategy, structure, customer focus and value creation. The series consists of several essential guides that focus on the core skills developed in the MRS training and qualifications programmes (). It provides practical advice and case studies on how to plan, use, act on and follow-up research, and on how to com- bine it with other sources of information to develop deep insights into customers. Fully international in scope of content, its readership is also from all over the world. The series is designed not only for specialist market researchers, but also for all those involved in developing and using deeper insights into their customers — marketers in all disciplines,
Image of page 3
Image of page 4

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture