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ArticleBy the Numbers: Why your customer satisfaction surveys are not actionableJohn Goodman, Patty David|October 1, 2009
ArticleSatisfying no longer: Part III: Finding customer satisfaction's rightful placeDennis Murphy, Chris Goodwin|October 1, 2009
ArticleEvolving customer satisfaction through brand authenticityJeff Hall, David Robbins, Kerry Colligan|October 1, 2009
ArticleSatisfying no longer: Part II: The consequences of bad satisfaction measurementDennis Murphy, Chris Goodwin|August 1, 2009
ArticleSatisfying no longer: Part I: Satisfaction research needs to return to focusing on the customerDennis Murphy, Chris Goodwin|July 1, 2009
ArticleUsing interactive technology to improve online questionnaire designDemitry Estrin, Ted Chen|July 1, 2009
ArticleFor hotels cutting back on services to trim costs, how far is too far?Lincoln Merrihew|May 1, 2009
ArticleRestaurants can weather the storm by creating loyal customersJoe Cardador, Mark Hunter|March 1, 2009
ArticleMystery shopping program guides improvement of customer communication for business-to-business firmMarianne Hynd|March 1, 2009
ArticleHow marketing research can help the restaurant industry get through the recessionJoseph Rydholm, Emily Goon|March 1, 2009
