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Measuring Customer Satisfaction : a Guide to Managing Quality Service.
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Menlo Park :
Crisp Publications,
Jan. 1993.
|
| Colección: | Fifty-Minute series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
| LEADER | 00000cam a2200000Mi 4500 | ||
|---|---|---|---|
| 001 | EBOOKCENTRAL_ocn697724998 | ||
| 003 | OCoLC | ||
| 005 | 20240329122006.0 | ||
| 006 | m o d | ||
| 007 | cr |n||||||||| | ||
| 008 | 920810e199301 caua o 000 0 eng d | ||
| 040 | |a BIP US |b eng |e pn |c S4S |d OCLCQ |d ZAD |d EBLCP |d OCLCQ |d ZCU |d MERUC |d ICG |d OCLCO |d OCLCF |d OCLCQ |d OCLCO |d OCLCQ |d WYU |d DKC |d AU@ |d OCLCQ |d OCLCO |d OCLCQ |d OCLCO |d OCLCL | ||
| 019 | |a 922967018 | ||
| 020 | |a 9781560521785 | ||
| 020 | |a 1560521783 |q (Trade Paper) | ||
| 029 | 1 | |a AU@ |b 000051394272 | |
| 029 | 1 | |a DEBBG |b BV044095556 | |
| 035 | |a (OCoLC)697724998 |z (OCoLC)922967018 | ||
| 037 | |b 00042054 | ||
| 050 | 4 | |a HF5415.5.G46 1993eb | |
| 082 | 0 | 4 | |a 658.8/12 |
| 049 | |a UAMI | ||
| 245 | 0 | 0 | |a Measuring Customer Satisfaction : |b a Guide to Managing Quality Service. |
| 260 | |a Menlo Park : |b Crisp Publications, |c Jan. 1993. | ||
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Fifty-Minute Ser. | |
| 505 | 0 | |a INTRODUCTION -- PART I Customer Satisfaction -- WHAT IS CUSTOMER SATISFACTION? -- Satisfied Customers Buy More, and More Often -- WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION? -- What Gets Measured Gets Done -- Defining Customer Satisfaction -- Defining Quality -- THE COSTS OF POOR SERVICE AND POOR QUALITY -- THE COST OF POOR QUALITY -- THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION -- DEVELOPING A CUSTOMER SERVICE SYSTEM -- Step 1: Total Management Commitment -- Step2: Know your customers (intimately) | |
| 505 | 8 | |a Step 3: Develop Standards of Service Quality PerformanceStep 4: Hire, Train and Compensate Good Staff -- Step 5: Reward Service Quality Accomplishments -- Step 6: Stay Colse To Your Customers -- Step 7: Work Toward Continuous Improvement -- FIVE TECHNIQUES TO IMPLEMENT SUPERIOR SERVICE QUALITY -- PART II Measuring Quality and Customer Satisfaction -- WHY WE MEASURE QUALITY AND CUSTOMER SATISFACTION -- Reason #1: To Learn About Customer Percepations -- Reason #2: To Determine Customer Needs, Wants, Requrements and Expectarions -- Reason #3: To Close the Gaps | |
| 505 | 8 | |a Reason #4: To Inspect What You Expect In Order to Impove Service and Customer SatisfactionReason #3: Because IMproved Performance Leads to Increased Profits -- Reason #6: To Learn How You Are Doing and Where You Go From Here -- Reason #7: To Apply the Process of Continuous Improvement -- THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION -- A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION -- TOOLS FOR MEASURING QUALITY -- Tool #1: Check Sheets -- Tool #2: Pareto Charts -- Tool #3: Histograms -- Tool #4: Scatter Digrams (Correlation Diagrams) | |
| 505 | 8 | |a Tool #5: Cause-and-Effect DiagramTool #6: Graph, Control and Run Charts -- Tool #7: Stratification -- OTHER MEASUREMENT TECHNIQUES -- Benchmarking -- Brainstroming -- Force Field Analysis -- Folwcharting -- THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION -- ONE LAST THOUGHT ABOUT MEASURING QUALITY -- PART III Researching Customer Satisfaction -- RESEARCH METHODS -- Secondary Data -- Primary Data -- Qualitative Research -- Quantitative Research -- Sampling -- Research Design: An Example -- DATA COLLECTION TECHNIQUES | |
| 505 | 8 | |a QUESTIONNAIRES AND SURVEYSFormat and Layout -- Question Construction -- Survey Question Responses -- Make It Easy On Yourself -- TELEPHONE SURVEYS -- Using Telephone Surveys Successfully -- Analyzing the Telephone Survey -- Something to Think About -- PERSONAL INTERVIEWS -- FOCUS GROUPS -- REPORTING TECHNIQUES -- Cusatomer Satisfaction Index (CSI) -- Service QualityMeasurment System (SQMS) -- Customer Report Card -- Service Standard of Performance (SOP) -- Customer Satisfaction Bachmacking -- Attribute Ratings nad Perceptual Maps | |
| 520 | 8 | |a Annotation |b Proven techniques and methods to evaluate and improve customer satisfaction. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer services |x Evaluation. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Service à la clientèle |x Évaluation. | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer services |x Evaluation |2 fast | |
| 758 | |i has work: |a Measuring Customer Satisfaction (Text) |1 https://id.oclc.org/worldcat/entity/E39PCYPyDhPycyyj3DWTPBDbbd |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |t Measuring Customer Satisfaction. |d Menlo Park : Crisp Publications Jan. 1993 |w (DLC) 92054368 |
| 830 | 0 | |a Fifty-Minute series. | |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=3116928 |z Texto completo |
| 938 | |a ProQuest Ebook Central |b EBLB |n EBL3116928 | ||
| 994 | |a 92 |b IZTAP | ||