Customer Satisfaction Survey PDF Download
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Author:
Publisher:
ISBN:
Category : Automobile drivers
Languages : en
Pages : 164
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Book Description
Author:
Publisher:
ISBN:
Category : Automobile drivers
Languages : en
Pages : 164
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Book Description
Author: Bob E. Hayes
Publisher: ASQ Quality Press
ISBN:
Category : Business & Economics
Languages : en
Pages : 182
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Book Description
"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
Author: Ian Sanderson
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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Author:
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ISBN:
Category : Tax administration and procedure
Languages : en
Pages : 4
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Author: Mergent
Publisher:
ISBN: 9781641415613
Category : Business enterprises
Languages : en
Pages : 0
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Author:
Publisher:
ISBN:
Category : Delegated legislation
Languages : en
Pages : 252
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Book Description
Author: Valarie A. Zeithaml
Publisher: Marketing Classics Press
ISBN: 161311270X
Category : Business & Economics
Languages : en
Pages : 553
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Book Description
Author: Evangelos Grigoroudis
Publisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319
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Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Author: Derek R. Allen
Publisher: Quality Press
ISBN: 0873893352
Category : Business & Economics
Languages : en
Pages : 265
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Book Description
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.
Author: Claes Fornell
Publisher: Palgrave MacMillan
ISBN:
Category : Business & Economics
Languages : en
Pages : 264
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Book Description
A leading expert redefines customer service for the twenty-first century
