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" Measuring customer satisfaction and loyalty : "
Bob E. Hayes
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BL
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| Record Number
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660791
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| Doc. No
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dltt
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| Main Entry
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Hayes, Bob E.,1963-
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| Title & Author
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Measuring customer satisfaction and loyalty : : survey design, use, and statistical analysis methods /\ Bob E. Hayes
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| Edition Statement
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3rd ed
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| Publication Statement
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Milwaukee, Wis. :: ASQ Quality Press,, 2008
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| Page. NO
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xxiii, 287 p. :: ill. ;; 24 cm
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| ISBN
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9780873897433
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: 0873897439
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| Bibliographies/Indexes
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Includes bibliographical references (p. 275-280) and index
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| Contents
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Introduction -- Determining customer requirements -- Reliability and validity -- Customer satisfaction questionnaire construction: item generation, response format, and item selection -- Sampling methods -- Customer loyalty 2.0: beyond the ultimate question -- Using customer satisfaction questionnaires -- Examples of customer satisfaction questionnaires
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| Subject
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Consumer satisfaction-- Statistical methods
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| Subject
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Questionnaires
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.335.H39 2008
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HF5415.335.H39 2008
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