رکورد قبلیرکورد بعدی

" Beyond the ultimate question : "


Document Type : BL
Record Number : 660804
Doc. No : dltt
Main Entry : Hayes, Bob E.,1963-
Title & Author : Beyond the ultimate question : : a systematic approach to improve customer loyalty /\ Bob E. Hayes
Page. NO : xxxiii, 396 pages :: illustrations ;; 24 cm
ISBN : 9780873897723 (alk. paper)
: : 0873897722 (alk. paper)
Bibliographies/Indexes : Includes bibliographical references and index
Contents : Beyond the ultimate question, and measurement and meaning of customer loyalty -- The structure of customer feedback programs -- Customer feedback programs and best practices study -- Strategy and corporate governance -- Business process integration -- Survey method -- Reporting -- Applied research -- Common roadblocks to increasing customer loyalty -- Turning data into profit the oracle way: using the customer experience to drive improvement and growth -- Development of a customer feedback program: the Akamai story -- Appendixes: A. Determining customer requirements -- B. Customer satisfaction questionnaire construction -- C. Measurement scales -- D. Frequencies, percentages, probabilities, histograms, and distributions -- E. Descriptive statistics -- F. Statistics, parameters, and sampling distributions -- G. Decision making and hypothesis testing -- H. T-tests -- I. Analysis of variance -- J. Regression analysis -- K. Factor analysis -- L. Table of random numbers
Subject : Customer loyalty
Subject : Consumer satisfaction
Subject : Customer services
Dewey Classification : ‭658.8/343‬
LC Classification : ‭HF5415.525‬‭.H39 2009‬
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