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01758cam a2200301 a 4500 |
| 001 |
990000627330204151 |
| 005 |
20241030105005.0 |
| 008 |
970401s1997 wiua b 001 0 eng |
| 010 |
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|a 97011803
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|a 0873894057 (alk. paper)
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|a 9780873894050 (alk. paper)
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|a (OCoLC)000062733
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|a (udesa)000062733USA01
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|a (OCoLC)36713110
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|a (OCoLC)990000627330204151
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|a DLC
|b eng
|c DLC
|d LVB
|d BAKER
|d NLGGC
|d BTCTA
|d YDXCP
|d ZWZ
|d SEO
|d GBVCP
|d OCLCO
|d OCLCF
|d U@S
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| 049 |
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|a U@SA
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| 050 |
0 |
0 |
|a HF5415.335
|b .V38 1997
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| 082 |
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|a 658.8/12
|2 21
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| 100 |
1 |
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|a Vavra, Terry G.
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| 245 |
1 |
0 |
|a Improving your measurement of customer satisfaction :
|b a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs /
|c by Terry G. Vavra.
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| 260 |
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|a Milwaukee, Wis. :
|b ASQ Quality Press,
|c c1997.
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| 300 |
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|a xviii, 490 p. :
|b ill. ;
|c 24 cm.
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| 504 |
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|a Includes bibliographical references (p. [465]-476) and index.
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| 505 |
0 |
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|a The Philosophy of Customer Satisfaction -- Gaining Access to Customers -- Identifying Key Measurement Issues -- Designing the Questionnaire -- Collecting Satisfaction Data -- The Data Cube-A New Way to Look at CSM Data Analysis -- Basic Tools of CSM Analysis -- Reporting Basics-A Graphical Approach -- Monitoring Changes in Importance -- How to Achieve "Buy-In" of Results -- Globalizing Satisfaction Measurement.
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| 520 |
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|a Details gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and linking satisfaction to business objectives.
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| 650 |
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0 |
|a Consumer satisfaction
|x Evaluation.
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| 650 |
|
7 |
|a Satisfacción del consumidor
|x Evaluación.
|2 UDESA
|