LEADER 06308nam 2200913Ia 450 001 9910139552103321 005 20200520144314.0 010 $a9786613333124 010 $a9781119961383 010 $a1119961386 010 $a9781283333122 010 $a1283333120 010 $a9781119961154 010 $a1119961157 010 $a9781119961161 010 $a1119961165 035 $a(CKB)2550000000064929 035 $a(EBL)822594 035 $a(SSID)ssj0000555147 035 $a(PQKBManifestationID)11363456 035 $a(PQKBTitleCode)TC0000555147 035 $a(PQKBWorkID)10533515 035 $a(PQKB)10916845 035 $a(Au-PeEL)EBL822594 035 $a(CaPaEBR)ebr10510589 035 $a(CaONFJC)MIL333312 035 $a(CaSebORM)9780470971284 035 $a(MiAaPQ)EBC822594 035 $a(OCoLC)768230368 035 $a(OCoLC)806221418 035 $a(OCoLC)ocn806221418 035 $a(EXLCZ)992550000000064929 100 $a20110721d2011 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 00$aModern analysis of customer surveys $ewith applications using R /$fedited by Ron S. Kenett, Silvia Salini 205 $a1st edition 210 $aChichester $cJohn Wiley & Sons$d2011 215 $a1 online resource (526 p.) 225 1 $aStatistics in Practice 300 $aDescription based upon print version of record. 311 08$a9780470971284 311 08$a0470971282 320 $aIncludes bibliographical references and index. 327 $aModern Analysis ofCustomer Surveys; Contents; Foreword; Preface; Contributors; PART I BASIC ASPECTS OF CUSTOMER SATISFACTION SURVEY DATA ANALYSIS; 1 Standards and classical techniques in data analysis of customer satisfaction surveys; 1.1 Literature on customer satisfaction surveys; 1.2 Customer satisfaction surveys and the business cycle; 1.3 Standards used in the analysis of survey data; 1.4 Measures and models of customer satisfaction; 1.4.1 The conceptual construct; 1.4.2 The measurement process; 1.5 Organization of the book; 1.6 Summary; References 327 $a2 The ABC annual customer satisfaction survey2.1 The ABC company; 2.2 ABC 2010 ACSS: Demographics of respondents; 2.3 ABC 2010 ACSS: Overall satisfaction; 2.4 ABC 2010 ACSS: Analysis of topics; 2.5 ABC 2010 ACSS: Strengths and weaknesses and decision drivers; 2.6 Summary; References; Appendix; 3 Census and sample surveys; 3.1 Introduction; 3.2 Types of surveys; 3.2.1 Census and sample surveys; 3.2.2 Sampling design; 3.2.3 Managing a survey; 3.2.4 Frequency of surveys; 3.3 Non-sampling errors; 3.3.1 Measurement error; 3.3.2 Coverage error; 3.3.3 Unit non-response and non-self-selection errors 327 $a3.3.4 Item non-response and non-self-selection error3.4 Data collection methods; 3.5 Methods to correct non-sampling errors; 3.5.1 Methods to correct unit non-response errors; 3.5.2 Methods to correct item non-response; 3.6 Summary; References; 4 Measurement scales; 4.1 Scale construction; 4.1.1 Nominal scale; 4.1.2 Ordinal scale; 4.1.3 Interval scale; 4.1.4 Ratio scale; 4.2 Scale transformations; 4.2.1 Scale transformations referred to single items; 4.2.2 Scale transformations to obtain scores on a unique interval scale; Acknowledgements; References; 5 Integrated analysis; 5.1 Introduction 327 $a5.2 Information sources and related problems5.2.1 Types of data sources; 5.2.2 Advantages of using secondary source data; 5.2.3 Problems with secondary source data; 5.2.4 Internal sources of secondary information; 5.3 Root cause analysis; 5.3.1 General concepts; 5.3.2 Methods and tools in RCA; 5.3.3 Root cause analysis and customer satisfaction; 5.4 Summary; Acknowledgement; References; 6 Web surveys; 6.1 Introduction; 6.2 Main types of web surveys; 6.3 Economic benefits of web survey research; 6.3.1 Fixed and variable costs; 6.4 Non-economic benefits of web survey research 327 $a6.5 Main drawbacks of web survey research6.6 Web surveys for customer and employee satisfaction projects; 6.7 Summary; References; 7 The concept and assessment of customer satisfaction; 7.1 Introduction; 7.2 The quality-satisfaction-loyalty chain; 7.2.1 Rationale; 7.2.2 Definitions of customer satisfaction; 7.2.3 From general conceptions to a measurement model of customer satisfaction; 7.2.4 Going beyond SERVQUAL: Other dimensions of relevance to the B2B context; 7.2.5 From customer satisfaction to customer loyalty; 7.3 Customer satisfaction assessment: Some methodological considerations 327 $a7.3.1 Rationale 330 $aCustomer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a su 410 0$aStatistics in Practice 606 $aConsumer satisfaction$xResearch$xStatistical methods 606 $aConsumer satisfaction$xEvaluation 606 $aConsumers$xResearch$xStatistical methods 606 $aConsumers$xResearch$xData processing 606 $aSampling (Statistics)$xEvaluation 606 $aSurveys$xStatistical methods 606 $aSurveys$xData processing 615 0$aConsumer satisfaction$xResearch$xStatistical methods. 615 0$aConsumer satisfaction$xEvaluation. 615 0$aConsumers$xResearch$xStatistical methods. 615 0$aConsumers$xResearch$xData processing. 615 0$aSampling (Statistics)$xEvaluation. 615 0$aSurveys$xStatistical methods. 615 0$aSurveys$xData processing. 676 $a658.8/3402855282 701 $aKenett$b Ron$0874200 701 $aSalini$b Silvia$0961344 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910139552103321 996 $aModern analysis of customer surveys$92179565 997 $aUNINA