The satisfied customer: winners and losers in the battle for buyer preference

List of figures and tables

1. Introduction

2. The big picture

3. The science of customer satisfaction

4. When customer satisfaction matters and when it doesn't

5. Customer satisfaction and stock returns : the power of the obvious

6. Things aren't always what they seem : inadvertently damaging customer assets

7. Customer asset management : offense versus defense

8. Putting the numbers to work

Notes

Index.