Sinossi
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.
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Product Description
Book by Hayes Bob E
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Measuring Customer Satisfaction : Development and Use of Questionnaires
Da: Better World Books, Mishawaka, IN, U.S.A.
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Condizione: Very Good. Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Codice articolo 2571171-6
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Measuring Customer Satisfaction: Development and Use of Questionnaires
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Irwin Professional Pub, 1992
ISBN 10: 0873891317
ISBN 13: 9780873891318
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Measuring Customer Satisfaction: Development and Use of Questionnaires
Editore:
Irwin Professional Pub, 1992
ISBN 10: 0873891317
ISBN 13: 9780873891318
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Paperback. Condizione: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Codice articolo G0873891317I3N00
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Measuring Customer Satisfaction: Development and Use of Questionnaires
Editore:
Irwin Professional Pub January 1992, 1992
ISBN 10: 0873891317
ISBN 13: 9780873891318
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Trade Paperback. Condizione: Very Good. A very little highlighting. Otherwise like new. All Orders Shipped With Tracking And Delivery Confirmation Numbers. Codice articolo 437891
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Measuring Customer Satisfaction: Development and Use of Questionnaires
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paperback. Condizione: New. In shrink wrap. Looks like an interesting title! Codice articolo Q-0873891317
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