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Measuring Customer Satisfaction and Loyalty
Bob E. Hayes
其他書名
Survey Design, Use, and Statistical Analysis Methods
出版ASQ Quality Press, 2008
主題Business & Economics / Customer RelationsSocial Science / Methodology
ISBN08738974399780873897433
URLhttp://books.google.com.hk/books?id=t6oXzAEACAAJ&hl=&source=gbs_api
註釋"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.