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Handbook of Customer Satisfaction and Loyalty Measurement
Nigel HillJim Alexander
出版Gower Publishing, Ltd., 2000
主題Business & Economics / Customer RelationsBusiness & Economics / Marketing / Research
ISBN05660819469780566081941
URLhttp://books.google.com.hk/books?id=tOFp9GwR_DwC&hl=&source=gbs_api
EBookSAMPLE
註釋An examination of how to use research effectively. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, and providing internal feedback and taking effective action to address issues raised by the survey.