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Record Nr. |
UNINA9910806149003321 |
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Autore |
Gerson Richard F |
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Titolo |
Measuring customer satisfaction / / Richard F. Gerson |
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Pubbl/distr/stampa |
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Menlo Park, Calif., : Crisp Publications, c1993 |
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ISBN |
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Descrizione fisica |
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1 online resource (126 p.) |
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Collana |
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Disciplina |
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Soggetti |
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Consumer satisfaction |
Customer services - Evaluation |
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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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Description based upon print version of record. |
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Nota di contenuto |
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""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)"" |
""Step 3: Develop Standards of Service Quality Performance""""Step 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"" |
""Reason #4: To Inspect What You Expect In Order to Impove Service and Customer Satisfaction""""Reason #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 |
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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)"" |
""Tool #5: Cause-and-Effect Diagram""""Tool #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"" |
""QUESTIONNAIRES AND SURVEYS""""Format 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"" |
""SUMMARY OF CUSTOMER SATISFACTION MEASUREMENT TECHNIQUES"" |
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