Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satiisfaction measurement programs /

Bibliographic Details
Main Author:	Vavra, Terry G.
Format:	Book
Language:	English
Published:	Milwaukee, Wis. : ASQ Quality Press, 1997
Subjects:	SATISFACCION DEL CLIENTE EVALUACION

MARC


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100	1		\|9 13634 \|a Vavra, Terry G.
245	1	0	\|a Improving your measurement of customer satisfaction : \|b a guide to creating, conducting, analyzing, and reporting customer satiisfaction measurement programs / \|c by Terry G. Vavra.
260			\|a Milwaukee, Wis. : \|b ASQ Quality Press, \|c 1997
300			\|a xviii, 489 p.
504			\|a Bibliografía: p. 465-476.
505	0		\|a Preface -- A process model -- 1. The philosophy of customer satisfaction -- 2. Gaining access to customers -- 3. Satisfaction and the key measurement issues -- 4. Designing the questionnaire -- 5. The logistic of satisfaction data collection -- 6. The basic tools of CSM analysis -- 7. The basic graphical tools for CSM reporting -- 8. Advanced CSM analysis -- 9. Monitoring changes in performance -- 10. How to achieve buy-in of CSM results -- 11. Globalizing satisfaction measurement -- Appendix.
650		4	\|a SATISFACCION DEL CLIENTE \|9 3161
650		4	\|a EVALUACION \|9 59
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945			\|a BEA \|c 2019-03-25