Titolo: Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues
Editore: South-Western Pub. Company, Cincinnati, Ohio, U.S.A.
Data di pubblicazione: 1999
Lingua: Inglese
ISBN 10: 0877572763
ISBN 13: 9780877572763
Rilegatura: Hardcover
Condizione: Good

Descrizione articolo

Riassunto

To be competitive in today s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.

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