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Handbook of Customer Satisfaction and Loyalty Measurement Nigel Hill.
Detalles de publicación: Burlington, VT Ashgate Publisher 2000.Edición: 2th edDescripción: xiv, 290 p. ill. 25 cmISBN:- 0566081946
- 658.812 H647h2 2000
- HF5415.335 .H55 2000
| Imagen de cubierta | Tipo de ítem | Biblioteca actual | Biblioteca de origen | Colección | Ubicación en estantería | Signatura topográfica | Materiales especificados | Info Vol | URL | Copia número | Estado | Notas | Fecha de vencimiento | Código de barras | Reserva de ítems | Prioridad de la cola de reserva de ejemplar | Reservas para cursos | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Libro | Biblioteca de Mayagüez Colección General mb | HF5415.335 .H55 2000 (Navegar estantería(Abre debajo)) | Disponible | 50000002175544 |
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Descripciones mejoradas de Syndetics:
An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey.
Includes index.
Tabla de contenidos provista por Syndetics
- List of figures(p. vii)
- List of tables(p. xi)
- Preface(p. xiii)
- 1 Introduction(p. 1)
- 2 Why measure customer satisfaction?(p. 5)
- 3 Loyalty(p. 13)
- 4 The satisfaction-profit chain(p. 21)
- 5 Survey objectives(p. 28)
- 6 Understanding customer behaviour(p. 47)
- 7 Exploratory research(p. 66)
- 8 Sampling(p. 86)
- 9 Survey options(p. 101)
- 10 Questionnaire design(p. 113)
- 11 Interviewing skills(p. 156)
- 12 Analysis and reporting(p. 162)
- 13 PR aspects(p. 195)
- 14 Measuring loyalty(p. 208)
- 15 Modelling and forecasting(p. 222)
- 16 Maximizing the benefits(p. 230)
- Appendix 1 Examples of customer surveys(p. 241)
- Appendix 2 Servqual(p. 266)
- Appendix 3 Glossary of terms(p. 274)
- Appendix 4 Additional information(p. 281)
- Appendix 5 Bibliography(p. 284)
- Index(p. 287)