Improving Your Measurement of Customer Satisfaction
Nakladnik: ASQ
Autor: Vavra, Terry G.
Šifra: H0922
ISBN: 978-0-87389-405-0
Datum izdavanja: 1999-04
Uvez: Hardcover
(Poštarina nije u cijeni) $73,00

Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.
Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects.

*Sampling/customer-participant selection
*Questionnaire design
*Interviewing/survey administration
*Data analysis
*Quality function deployment-building action plans

This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

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