Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods.

Hayes, Bob E.

ISBN 10: 0873897439 / ISBN 13: 9780873897433

Editore: Asq Pr, 2008

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Codice articolo 10967AB

Dati bibliografici

• Titolo: Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods.
• Editore: Asq Pr
• Data di pubblicazione: 2008
• Lingua: Inglese
• ISBN 10: 0873897439
• ISBN 13: 9780873897433
• Rilegatura: Rilegato
• Edizione: terza edizione
• Cataloghi dei venditori:
  • Varia

Descrizione articolo

Riassunto

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty.
Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.

Informazioni sull?autore

Bob E. Hayes is the president and founder of Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs.