01833oam 2200505I 450 991079299770332120230808202002.01-315-24942-11-351-91900-81-351-91901-610.4324/9781315249421 (CKB)3710000001363354(MiAaPQ)EBC4860460(OCoLC)992366110(EXLCZ)99371000000136335420180706e20162004 uy 0engurcnu||||||||rdacontentrdamediardacarrierMeasuring customer service effectiveness /Sarah CookLondon :Routledge,2016.1 online resource (162 pages) illustrations"A Gower Book"--cover.First published 2004 by Gower Publishing.1-138-25620-X 0-566-08538-0 Includes bibliographical references and index.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.Customer servicesQuality controlCustomer servicesEvaluationCustomer servicesManagementCustomer servicesQuality control.Customer servicesEvaluation.Customer servicesManagement.658.8/12Cook Sarah1955-,1008379MiAaPQMiAaPQMiAaPQBOOK9910792997703321Measuring customer service effectiveness3862758UNINA