Customer satisfaction measurement and management : using the voice of the customer

著者

• Naumann, Earl
• Giel, Kathleen

書誌事項

Customer satisfaction measurement and management : using the voice of the customer

by Earl Naumann, Kathleen Giel

Thomson Executive Press, c1995

注記

Includes index

Computer disk (demo) in pocket

内容説明・目次

内容説明

This step-by-step guide gives advice on how to increase repeat business and profits and how to become a customer-driven company. It is aimed at any business implementing a customer satisfaction programme, and should also be valuable for organizations trying to improve an existing programme. Also addressed are additional issues such as proactive customer contact, complaint handling, multinational considerations, and internal customers.

「Nielsen BookData」 より

詳細情報

• NII書誌ID(NCID): BA26276678
• ISBN:
  • 0538844396
• LCCN: 94043419
• 出版国コード: us
• タイトル言語コード: eng
• 本文言語コード: eng
• 出版地: Cincinnati, Ohio
• ページ数/冊数: xix, 457 p.
• 大きさ: 24 cm.
• 付属資料: 1 computer disk (3 1/2in.)
• 分類:
  • LCC : HF5415.5
  • DC20 : 658.8/12
• 件名:
  • LCSH : Consumer satisfaction -- Evalution
  • LCSH : Customer services -- Management