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Record Nr. |
UNINA9910792997703321 |
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Autore |
Cook Sarah <1955-, > |
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Titolo |
Measuring customer service effectiveness / / Sarah Cook |
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Pubbl/distr/stampa |
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London : , : Routledge, , 2016 |
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ISBN |
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1-315-24942-1 |
1-351-91900-8 |
1-351-91901-6 |
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Descrizione fisica |
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1 online resource (162 pages) : illustrations |
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Disciplina |
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Soggetti |
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Customer services - Quality control |
Customer services - Evaluation |
Customer services - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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"A Gower Book"--cover. |
First published 2004 by Gower Publishing. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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1. The business case for measurement -- 2. Preparating to measure customer service -- 3. Qualitative customer service measurement methods -- 4. Quantitative research methods -- 5. Measuring internal service quality -- 6. Benchmarking -- 7. Analysing and communicating the results -- 8. Acting on results. |
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