Consumer' likelihood to recommend 133 firms : how likely are US consumers to recommend firms across 14 Industries?

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004b 4500</leader>
    <controlfield tag="001">MAP20100006269</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20191202111907.0</controlfield>
    <controlfield tag="008">100203s2010    usa||||       ||| ||eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">922.112</subfield>
    </datafield>
    <datafield tag="100" ind1="1" ind2=" ">
      <subfield code="0">MAPA20080180690</subfield>
      <subfield code="a">Temkin, Bruce D.</subfield>
    </datafield>
    <datafield tag="245" ind1="0" ind2="0">
      <subfield code="a">Consumer' likelihood to recommend 133 firms</subfield>
      <subfield code="b"> : how likely are US consumers to recommend firms across 14 Industries?</subfield>
      <subfield code="c">Bruce D. Temkin, with William Chu and Shelby Catino</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">Cambridge</subfield>
      <subfield code="b">Forrester Research</subfield>
      <subfield code="c">2010</subfield>
    </datafield>
    <datafield tag="490" ind1="0" ind2=" ">
      <subfield code="a">For customer experience professionals</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers were the least recommended. Barnes & Noble, Amazon.com, and eBay were the most  recommended firms. When we compared companies with their industry averages, credit unions and SunTrust Bank came to the top of  he list. Our analysis of responses by generation shows that Seniors are the most likely to recommend companies and Younger Boomers are he least likely to recommend</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080573577</subfield>
      <subfield code="a">Recomendaciones</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080617400</subfield>
      <subfield code="a">Investigación de mercados</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080580766</subfield>
      <subfield code="a">Grupos de interés</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593315</subfield>
      <subfield code="a">Sectores económicos</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080624019</subfield>
      <subfield code="a">Comportamiento del consumidor</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20090013520</subfield>
      <subfield code="a">Chu, William</subfield>
    </datafield>
    <datafield tag="700" ind1="1" ind2=" ">
      <subfield code="0">MAPA20100002766</subfield>
      <subfield code="a">Catino, Shelby</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436582</subfield>
      <subfield code="a">Forrester</subfield>
    </datafield>
    <datafield tag="830" ind1=" " ind2="0">
      <subfield code="0">MAPA20080528355</subfield>
      <subfield code="a">For Customer experience professionals</subfield>
    </datafield>
  </record>
</collection>