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" Beyond the ultimate question : "
Bob E. Hayes
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BL
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| Record Number
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660804
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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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Beyond the ultimate question : : a systematic approach to improve customer loyalty /\ Bob E. Hayes
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| Page. NO
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xxxiii, 396 pages :: illustrations ;; 24 cm
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| ISBN
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9780873897723 (alk. paper)
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: 0873897722 (alk. paper)
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| Bibliographies/Indexes
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Includes bibliographical references and index
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| Contents
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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
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| Subject
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Customer loyalty
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Consumer satisfaction
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Customer services
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| Dewey Classification
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658.8/343
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| LC Classification
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HF5415.525.H39 2009
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