Handbook of Customer Satisfaction Measurement
Published on 12. December 1996
Book
Hardback
320 pages
978-0-566-07766-1 (ISBN)
Description
Delivering customer satisfaction has become a key strategic business issue. This text covers interviewing skills, data analysis and reporting, questionnaire design and sampling, and uses real-life case studies.
More details
Language
English
Place of publication
United Kingdom
Publishing group
Taylor & Francis Ltd
Target group
Professional and scholarly
Illustrations
figures, glossary, further reading, index
Dimensions
Height: 164 mm
Width: 242 mm
Weight
625 gr
ISBN-13
978-0-566-07766-1 (9780566077661)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Nigel Hill | Jim Alexander
Handbook of Customer Satisfaction and Loyalty Measurement
Book
08/2000
2nd Edition
Gower Publishing Ltd
€122.77
Article is exhausted; no reprint
Content
Why measure customer satisfaction?; survey objectives; understanding customer behaviour; exploratory research; sampling; survey options; questionnaire design; interviewing skills; analysis and reporting; PR aspects; maximizing the benefits; examples of customer surveys; SERVQUAL.