LEADER 01833oam  2200505I  450 
001 9910792997703321
005 20230808202002.0
010   $a1-315-24942-1
010   $a1-351-91900-8
010   $a1-351-91901-6
024 7 $a10.4324/9781315249421 
035   $a(CKB)3710000001363354
035   $a(MiAaPQ)EBC4860460
035   $a(OCoLC)992366110
035   $a(EXLCZ)993710000001363354
100   $a20180706e20162004  uy             0
101 0 $aeng
135   $aurcnu||||||||
181   $2rdacontent
182   $2rdamedia
183   $2rdacarrier
200 10$aMeasuring customer service effectiveness /$fSarah Cook
210  1$aLondon :$cRoutledge,$d2016.
215   $a1 online resource (162 pages) $cillustrations
300   $a"A Gower Book"--cover.
300   $aFirst published 2004 by Gower Publishing.
311   $a1-138-25620-X 
311   $a0-566-08538-0 
320   $aIncludes bibliographical references and index.
327   $a1. 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.
606   $aCustomer services$xQuality control
606   $aCustomer services$xEvaluation
606   $aCustomer services$xManagement
615  0$aCustomer services$xQuality control.
615  0$aCustomer services$xEvaluation.
615  0$aCustomer services$xManagement.
676   $a658.8/12
700   $aCook$b Sarah$f1955-,$01008379
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910792997703321
996   $aMeasuring customer service effectiveness$93862758
997   $aUNINA