Titel: Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods
Verlag: Asq Pr
Erscheinungsjahr: 2008
Sprache: Englisch
ISBN-10: 0873897439
ISBN-13: 9780873897433
Einband: Hardcover
Auflage: 3. Auflage
Zustand: Fair
Zustand des Schutzumschlags: No Jacket
Gewicht: 1,49�Pfund

�ber diesen Titel

Inhaltsangabe

The 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.
Readers 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.

�ber die Autorin bzw. den Autor

Bob E. Hayes is the president and founder of Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs.

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