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[null,"1.","Record Nr.",null,"UNINA9910952287603321"]
[null,null,"Autore",null,"Gerson Richard F"]
[null,null,"Titolo",null,"Measuring customer satisfaction / / Richard F. Gerson"]
[null,null,"Pubbl/distr/stampa",null,"Menlo Park, Calif., : Crisp Publications, c1993"]
[null,null,"ISBN",null,"1-4175-2207-0"]
[null,null,"Descrizione fisica",null,"1 online resource (126 p.)"]
[null,null,"Collana",null,"Fifty-Minute series"]
[null,null,"Disciplina",null,"658.8/12"]
[null,null,"Soggetti",null,"Consumer satisfaction"]
[{"$nulls":4},"Customer services - Evaluation"]
[null,null,"Lingua di pubblicazione",null,"Inglese"]
[null,null,"Formato",null,"Materiale a stampa"]
[null,null,null,"Livello bibliografico","Monografia"]
[null,null,null,"Note generali","Description based upon print version of record."]
[null,null,"Nota di contenuto",null,"\"\"INTRODUCTION\"\"; \"\"PART I Customer Satisfaction\"\"; \"\"WHAT IS CUSTOMER SATISFACTION?\"\"; \"\"Satisfied Customers Buy More, and More Often\"\"; \"\"WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION?\"\"; \"\"What Gets Measured Gets Done\"\"; \"\"Defining Customer Satisfaction\"\"; \"\"Defining Quality\"\"; \"\"THE COSTS OF POOR SERVICE AND POOR QUALITY\"\"; \"\"THE COST OF POOR QUALITY\"\"; \"\"THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION\"\"; \"\"DEVELOPING A CUSTOMER SERVICE SYSTEM\"\"; \"\"Step 1: Total Management Commitment\"\"; \"\"Step2: Know your customers (intimately)\"\""]
[{"$nulls":4},"\"\"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\"\""]
[{"$nulls":4},"\"\"Reason #4: To Inspect What You Expect In Order to Impove Service and Customer Satisfaction\"\"\"\"Reason #3: Because IMproved Performance Leads to Increased Profits\"\"; \"\"Reason #6: To Learn How You Are Doing and Where You Go From Here\"\"; \"\"Reason #7: To Apply the Process of Continuous Improvement\"\"; \"\"THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION\"\"; \"\"A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION\"\"; \"\"TOOLS FOR MEASURING QUALITY\"\"; \"\"Tool #1: Check Sheets\"\"; \"\"Tool "]
[{"$nulls":4},"#2: Pareto Charts\"\"; \"\"Tool #3: Histograms\"\"; \"\"Tool #4: Scatter Digrams (Correlation Diagrams)\"\""]
[{"$nulls":4},"\"\"Tool #5: Cause-and-Effect Diagram\"\"\"\"Tool #6: Graph, Control and Run Charts\"\"; \"\"Tool #7: Stratification\"\"; \"\"OTHER MEASUREMENT TECHNIQUES\"\"; \"\"Benchmarking\"\"; \"\"Brainstroming\"\"; \"\"Force Field Analysis\"\"; \"\"Folwcharting\"\"; \"\"THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION\"\"; \"\"ONE LAST THOUGHT ABOUT MEASURING QUALITY\"\"; \"\"PART III Researching Customer Satisfaction\"\"; \"\"RESEARCH METHODS\"\"; \"\"Secondary Data\"\"; \"\"Primary Data\"\"; \"\"Qualitative Research\"\"; \"\"Quantitative Research\"\"; \"\"Sampling\"\"; \"\"Research Design: An Example\"\"; \"\"DATA COLLECTION TECHNIQUES\"\""]
[{"$nulls":4},"\"\"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\"\""]
[{"$nulls":4},"\"\"SUMMARY OF CUSTOMER SATISFACTION MEASUREMENT TECHNIQUES\"\""]
[null,null,null,"Sommario/riassunto","Proven techniques and methods to evaluate and improve customer satisfaction."]