Measuring Customer Satisfaction and Loyalty - 9780873897433
Un libro in lingua di Hayes Bob E. edito da Asq Pr, 2008
- € 73.00
- Il prezzo è variabile in funzione del cambio della valuta d’origine
Provides detailed information on how to construct, evaluate, and use questionnaires, explaining both qualitative and quantitative aspects and scientific principles in simple terms. Business consultant Hayes discusses the importance of customer satisfaction in the American economy, describes two methods for defining critical service characteristics as perceived by customers, and explores different approaches to questionnaire construction and sampling. The third edition adds a chapter on customer loyalty measurement and the net promoter score. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)
Informazioni bibliografiche
- Titolo del Libro in lingua: Measuring Customer Satisfaction and Loyalty
- Sottotitolo: Survey Design, Use, and Statistical Analysis Methods
- Lingua: English
- Autore: Hayes Bob E.
- Editore: Asq Pr
- Collana: Asq Pr (Hardcover)
- Data di Pubblicazione: 31 Luglio '08
- Genere: BUSINESS and ECONOMICS
- Argomenti : Consumer satisfaction Statistical methods Questionnaires
- Pagine: 312
- Dimensioni mm: 234 x 158 x 25
- ISBN-10: 0873897439
- EAN-13: 9780873897433