Measuring Customer Satisfaction and Loyalty

Measuring Customer Satisfaction and Loyalty

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qThe 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.q qReaders 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.q--BOOK JACKET.Therefore, customer satisfaction questionnaires can be used in both non- manufacturing and manufacturing fields. ... It focuses an organizationa#39;s attention on the customers and on how they perceive the organizationa#39;s products and services. ... experience management), focus on managing customersa#39; attitudes about their experience and fueling the proliferation of customer feedback programs (CFPs).

Title:Measuring Customer Satisfaction and Loyalty
Author:Bob E. Hayes
Publisher:ASQ Quality Press - 2008


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