Measuring customer service effectiveness / / Sarah Cook
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| Autore: |
Cook Sarah <1955-, >
|
| Titolo: |
Measuring customer service effectiveness / / Sarah Cook
|
| Pubblicazione: | London : , : Routledge, , 2016 |
| Descrizione fisica: | 1 online resource (162 pages) : illustrations |
| Disciplina: | 658.8/12 |
| Soggetto topico: | Customer services - Quality control |
| Customer services - Evaluation | |
| Customer services - Management | |
| Note generali: | "A Gower Book"--cover. |
| First published 2004 by Gower Publishing. | |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | 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. |
| Titolo autorizzato: | Measuring customer service effectiveness |
| ISBN: | 1-315-24942-1 |
| 1-351-91900-8 | |
| 1-351-91901-6 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910807823203321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |