Book Description
Improving the quality levels of services and products in today's marketplace is what can make the difference between an adequate company or an exceptional company. But how can companies actually measure their customers' levels of satisfaction in an accurate and reliable way? Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. In simple, understandable terms, Measuring Customer Satisfaction presents detailed information on how to develop questionnaires using underlying scientific principles. Topics also include: Scale development; The concept of quality; Two methods of determining important service or product characteristics as received by the customer.
Customer Reviews:
Highly readable text, coherent examples and critical ideas.......1999-04-05
Mr. Hayes presents several good ideas in this very readable text. Although this book is most useful now in Age of the Malcolm Balderidge Award, I offer Kudos to Mr. Hayes on his lack of faddish management lingo.
The author introduces the idea of customer surveys, gives solid ideas on the backbone of a survey, summarizes what actions lead to a survey, discusses the basis of survey design, and touches on the math needed to analyize survey results.
Excellent beginner's guide.
easy to understand general overview.......1999-03-22
This book provides a general conceptual approach to its topic along with specific examples of how survey techniques are used. It would be useful to executives with a desire to understand a little more about the field. Unfortunately, it is not particularly helpful in terms of actually doing the techniques it presents. Perhaps more importantly, it doesn't cover the particular pitfalls/limitations you need to be aware of when trying to interpret data presentations.
Book Description
Customer service is what makes or breaks a company in today's marketplace. Managers need to hire the right people, give them the right systems, and train them to attend to customers and recognize their needs. Measuring and Managing Customer Satisfaction is intended for companies with limited staffs to design and implement an effective customer assessment system. Kessler takes the reader through all stages of measuring customer satisfaction so they devise a rigorous, yet simple system that draws input from many sources. The book takes a step-by-step approach to planning, implementing and getting results from a customer service strategy. The "Tool Tip" section provides a ready reference on how to use the tools and includes: Customer satisfaction surveys; Focus groups; lost customer and transaction surveys; analysis and synthesis methods.
Customer Reviews:
Measuring and Managing Customer Satisfaction.......2000-03-18
This book is what its title says: it is for companies that are ready to go for the gold, the profitabilty associated with satisfied customers who tell others and buy again and again. It is a complete, wholistic approach to customer satisfaction that knocked my socks off. Of course,you will ask customers about their satisfaction. What Sheila Kessler adds to this formula is that you have to have a large radar screen to get the information that will make a difference. Have you talked with customers who have left? Do you know that if you do, they may return? What systems do you have for picking up customer compliments and complaints? Do you act vigorously to let your customers know they have been heard? Do you know how much this approach can affect your bottom line? The book is very user friendly. Easy to read and easy to use. Sheila Kessler shares a wealth of data from the studies she has reviewed. What has worked for others? What does not work? What is most important? She gives examples of approaches that others have found useful.But, for me, what was most important was that she takes a wholistic view at what it means to measure and manage customer satisfaction. Want to turn around your employees so they spend more time focusing on customers and less time protecting their own turf? Use this book as a tool and follow it step by step with your employees, Decide what works for your company and then implement it.You will have a lot of loyal customers thanking you for the opportunity to do more business with you.
Book Description
To be competitive in today's markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you'll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today's customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
Customer Reviews:
A useful primer.......2002-07-15
Measuring customer satisfaction (or at least doing it well) is more complicated than it seems, and this book provides a good overview of the many issues that need to be considered. The book would be great background reading for anyone thinking of implementing a customer satisfaction measurement system. Experienced researchers won't find a lot that's new, but may benefit from the review of familiar approaches and by becoming reacquainted with some less frequently used techniques.
Book Description
Proven techniques and methods to evaluate and improve customer satisfaction.
Book Description
This digital document is an article from Journal of Leisure Research, published by National Recreation and Park Association on March 22, 2002. The length of the article is 6617 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
From the author: KEYWORDS: Perceived value, quality, price, SERV-PERVAL, confirmatory factor analysis
Citation Details
Title: Development of a multi-dimensional scale for measuring the perceived value of a service. (Articles).(marketing model of customer satisfaction designed for the leisure industry)(Statistical Data Included)
Author: James F. Petrick
Publication:
Journal of Leisure Research (Refereed)
Date: March 22, 2002
Publisher: National Recreation and Park Association
Volume: 34
Issue: 2
Page: 119(16)
Article Type: Statistical Data Included
Distributed by Thomson Gale
Book Description
This digital document is a journal article from Tourism Management, published by Elsevier in 2004. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.
Description:
Travel agencies play a fundamental role in the development of the tourist sector in Spain, and they face intense change in their competitive environment. In this context, the main aim of this survey is to identify and evaluate those elements and dimensions that determine client satisfaction through the service offered by travel agencies. In order to achieve this objective marketing literature concerning customer satisfaction has been reviewed and a satisfaction scale constructed, that measures and evaluates the satisfaction of customers in using travel agency services.
Book Description
This digital document is an article from Cornell Hotel & Restaurant Administration Quarterly, published by Cornell University on April 1, 1995. The length of the article is 3326 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
From the supplier: A method for evaluating customer satisfaction after dining in a restaurant has been developed by researchers on restaurant management. Dineserv was derived from a measurement scale that would determine the gap between customer expectations and their opinion of the actual service. Service quality is measured in terms of reliability, employee attitude, responsiveness, empathy and the physical attributes of the facility.
Citation Details
Title: Dineserv: a tool for measuring service quality in restaurants. (includes related articles)
Author: Pete Stevens
Publication:
Cornell Hotel & Restaurant Administration Quarterly (Refereed)
Date: April 1, 1995
Publisher: Cornell University
Volume: v36
Issue: n2
Page: p56(5)
Distributed by Thomson Gale
Book Description
This digital document is an article from Franchising World, published by International Franchise Association on May 1, 2005. The length of the article is 1169 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Franchisors reap multiple benefits from increasing customer loyalty: measuring customer satisfaction offers franchisors the ability to demonstrate to individual franchisees why things need to be done in a certain way.(FW FOCUS: MANAGEMENT & OPERATIONS)
Author: Jack Mackey
Publication:
Franchising World (Magazine/Journal)
Date: May 1, 2005
Publisher: International Franchise Association
Volume: 37
Issue: 5
Page: 49(2)
Distributed by Thomson Gale
Average customer rating:
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Improving customer service: taking a strategic approach to measuring contact center performance.(Customer management of contact centers): An article from: Health Management Technology
Joe Heinen
Manufacturer: Nelson Publishing
ProductGroup: Book
Binding: Digital
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ASIN: B000FTBTP6
Release Date: 2006-05-22 |
Book Description
This digital document is an article from Health Management Technology, published by Nelson Publishing on May 1, 2006. The length of the article is 1555 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Improving customer service: taking a strategic approach to measuring contact center performance.(Customer management of contact centers)
Author: Joe Heinen
Publication:
Health Management Technology (Magazine/Journal)
Date: May 1, 2006
Publisher: Nelson Publishing
Volume: 27
Issue: 5
Page: 34(3)
Distributed by Thomson Gale
Book Description
This digital document is an article from Mortgage Banking, published by Mortgage Bankers Association of America on September 1, 2003. The length of the article is 5429 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: The joy of customer satisfaction: J.D. Power is well-known for measuring car brands that win the highest grades from their owners. Now the firm has ventured into mortgage brands. USAA Federal Savings Bank won top honors for overall customer satisfaction in the 2003 home mortgage provider study. Others winning smiles from their customers: BB&T, SunTrust Mortgage, Wells Fargo Home Mortgage and First Horizon.(Research)
Author: Robert Stowe England
Publication:
Mortgage Banking (Magazine/Journal)
Date: September 1, 2003
Publisher: Mortgage Bankers Association of America
Volume: 63
Issue: 12
Page: 58(8)
Distributed by Thomson Gale
Book Description
This book provides a cogent analysis of the globalization process and the role of the imperial state in twentieth-century capitalist expansion on a world scale. It examines the development of capitalism and the capitalist state across national boundaries and traces the evolution of imperialism and inter-imperialist rivalries that have come to define the nature of the world political economy.
Average customer rating:
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Financial Decision-Making in Mexico: To Bet a Nation (Pitt Latin American Series)
Sidney Weintraub
Manufacturer: University of Pittsburgh Press
ProductGroup: Book
Binding: Hardcover
Economic Conditions
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ASIN: 0822941279 |
Book Description
Mexico's economic meltdown of 19941995 has been described as the first financial crisis of the twenty-first-century because of the speed with which the repercussions--the tequila effect--spanned the globe. During the first five years of his six-year term, Carlos Salinas was one of the most admired of Mexican presidents, both at home and internationally. Today he is Mexico's "favorite villain," as he has called himself, because the economy collapsed three weeks after he left office on December 1, 1994. The Mexican peso crisis was then a unique event that drastically shifted thinking about the workings of the international financial system. The lessons learned have since been amplified by the abrupt East Asian economic collapse in 1997.
Financial Decision-Making in Mexico examines why able economic managers in Mexico, based on the contemporaneous information in their possession, made the decisions they did, with such disastrous consequences. Weintraub's conclusion is that decision-making was heavily influenced by the cultural milieu in Mexico, which involved secrecy of key data and unwillingness to entertain dissenting opinions whether from Mexicans or outsiders.
The speed with which hot money (portfolio capital) moved out of Mexico once confidence was lost has changed global thinking about how to deal with a growing world problem. The dire consequence of hot money movement has revealed itself both in Asia and in Brazil, and will undoubtedly recur elsewhere. Weintraub provides an analysis of the economic and political events taking place in Mexico, the decisions made to deal with these events, and the reactions of international financial actors outside of Mexico, thus providing the first integrated analysis of the Mexican market crash.
Average customer rating:
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Financial Decision-making in Mexico: To Bet a Nation
Manufacturer: Palgrave Macmillan
ProductGroup: Book
Binding: Hardcover
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ASIN: 033373453X |
Average customer rating:
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Comercio Exterior Argentino Mercosur y Apertura
Ablin Makuc
Manufacturer: Errepar
ProductGroup: Book
Binding: Paperback
Exports & Imports
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No-Ficción
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| Contabilidad
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ASIN: 9507393404 |
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