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Search It Out
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Search the Web for Information on Loyalty

Log on to the Internet to search for additional information related to customer loyalty. Select one of the following projects:

Go to the websites of organizations that deal with customers and service. Identify research data, articles, bibliographies, and other reference sources (e.g., videotapes) related to customer loyalty and create a bibliography similar to the one at the end of this book. Here are a few sites to get you started:

<http://www.ICSA.com>
<http://www.SOCAP.com>
<http://www.CSR.com>
<http://www.e-satisfy.com>
<http://www.Amazon.com>
<http://www.BarnesandNoble.com>
<http://www.Borders.com>

Go to various search engines to locate information and articles on customer loyalty. To find information, enter terms related to concepts covered in this chapter or locate Websites dealing with such issues. Here are a few to get you started:

Customer loyalty
Customer satisfaction
Customer retention
Customer Service Review magazine
Total quality management in customer service
Cost of customer service
<http://www.customercare.com>





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