BIBLIOTECA MANUEL BELGRANO - Facultad de Ciencias Económicas - UNC

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Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satiisfaction measurement programs / by Terry G. Vavra.

Por: Tipo de material: TextoTextoDetalles de publicación: Milwaukee, Wis. : ASQ Quality Press, 1997Descripción: xviii, 489 pISBN:
  • 0873894057
Tema(s): Clasificación CDD:
  • 21 658.812
Contenidos:
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.
Existencias
Tipo de ítem Biblioteca actual Signatura Estado Fecha de vencimiento Código de barras
Libro Libro Biblioteca Manuel Belgrano 658.812 V 56203 (Navegar estantería(Abre debajo)) Disponible 56203

Bibliografía: p. 465-476.

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.

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