{"product_id":"9780230604063","title":"The Satisfied Customer : Winners and Losers in the Battle for Buyer Preference","description":"\u003cp\u003eThe Satisfied Customer is a clarion call to managers demonstrating the unheralded value of customer satisfaction with surprising statistics. Fornell estimates that a one-point decline in customer satisfaction costs the average company on the American Customer Satisfaction Index almost one billion dollars.\u003c\/p\u003e","brand":"Palgrave Macmillan","offers":[{"title":"Default Title","offer_id":48663601250539,"sku":"00000_00000_00000_00000","price":38.43,"currency_code":"SGD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0758\/4484\/5803\/files\/9780230604063-1.jpg?v=1781613487","url":"https:\/\/kinokuniya.com.sg\/products\/9780230604063","provider":"Books Kinokuniya Singapore","version":"1.0","type":"link"}