A Handbook for Measuring Customer Satisfaction and Service...

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A Handbook for Measuring Customer...

A Handbook for Measuring Customer Satisfaction and Service Quality (TCRP report)

Transit Cooperative Research Program, National Research Council . U.S. Transportation Research Board

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ภาษา:

english

จำนวนหน้า:

208

ISBN 10:

030906323X

ISBN 13:

9780309063234

ไฟล์:

PDF, 4.03 MB

IPFS:

,

english0

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Arthur Middleton Hughes — The Customer Loyalty Solution : What Works (and What Doesn't) in Customer Loyalty Programs

Peter Mudie, Angela Pirrie — Services Marketing Management, Third Edition (Services Marketing Management)

Nigel Hill — Customer Satisfaction Measurement for ISO 9000: 2000

D. H. Stamatis (Author) — Quality Assurance: Applying Methodologies for Launching New Products, Services, and Customer Satisfaction

Lafrenière, Daniel — Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships

Keller, Paulette J.; Jacka, J. Mike — Business process mapping : improving customer satisfaction

Dennis Snow, Teri Yanovitch — Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Hill, Nigel, Alexander, Jim — The Handbook of Customer Satisfaction and Loyalty Measurement, 3rd edition

Merlin Stone — CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work

David Brock — Aftersales Management: Creating a Successful Aftersales Strategy to Reduce Costs, Improve Customer Service and Increase Sales

Jack B. ReVelle, Derek N. Margetts — Home Builder's Guide to Continuous Improvement: Schedule, Quality, Customer Satisfaction, Cost, and Safety

Benjamin Schneider, Susan Schoenberger White — Service Quality: Research Perspectives

Richard L. Oliver — Satisfaction: A Behavioral Perspective on the Consumer

Larry Fogli, Jennifer Ukei — Customer Service Delivery: Research and Best Practices (J-B SIOP Professional Practice Series)

Lorraine L. Ukens — 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques (Pfeiffer Essential Resources for Training and HR Professionals)

Renee Evenson — Customer Service Training 101

Renee Evenson — Customer Service Training 101: Quick and Easy Techniques That Get Great Results

Peter Hernon, Ellen Altman, Robert E. Dugan — Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition

Michael Milakovich — Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition

Williams, C., Buswell, J. (Eds.) — Service quality in leisure and tourism

Alison M. Dean and Ross L. Chapman (editors) — Managing Service Quality - Vol. 12 No. 6, 2002: Innovation and quality improvement in service organisations

Allen, Danica R — Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations

Bob E. Hayes — Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods

Goldstein, Sheldon D — Superior customer satisfaction and loyalty : engaging customers to drive performance

Kymal, Chad — AS9101D auditing for process performance : combining conformance and effectiveness to achieve customer satisfaction

Maxine Kamin — Customer Service Training - PapCom

Kaufman, R. — Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet

Ronald G. Capelle — Optimizing Organization Design: A Proven Approach to Enhance Financial Performance, Customer Satisfaction and Employee Engagement

Ford, Robert C.; Heaton, Cherrill P.; Sturman, Michael Craig — Managing Quality Service In Hospitality, How Organizations Achieve Excellence In The Guest Experience, Hospitality Management

George N. Kenyon, Kabir C. Sen (auth.) — The Perception of Quality: Mapping Product and Service Quality to Consumer Perceptions

Riyad Eid, Riyad Eid — Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies

Stamatis, D. H — Quality assurance : applying methodologies for launching new products, services, and customer satisfaction / D.H. Stamatis

Sorin Dumitrascu — Excelling at Customer Service

Janelle Barlow, Claus Moller — A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong

Ken Welsh — Happy About Customer Service?: Creating a Culture of Customer Service Excellence

Dragon Cheryl — Customer Satisfaction

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Caldwell, Leigh — The psychology of price: how to use price to increase demand, profit and customer satisfaction

Anders Gustafsson, Bo Edvardsson — Managing Service Quality An International Journal, Volume 15 Number 2 2005

Gitomer, Jeffrey — Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

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