How To Measure Service Quality & Customer Satisfaction: The Informal Field Guide for Tools and Techniques

Overview

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how ...

See more details below
Available through our Marketplace sellers.
Other sellers (Hardcover)
  • All (6) from $1.99   
  • Used (6) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$1.99
Seller since 2009

Feedback rating:

(1249)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

Acceptable
A used copy at a fantastic price. We ship daily via USPS. Buy with the best! BN

Ships from: Toledo, OH

Usually ships in 1-2 business days

  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$1.99
Seller since 2009

Feedback rating:

(24022)

Condition: Acceptable
Our feedback rating says it all: Five star service and fast delivery! We have shipped four million items to happy customers, and have one MILLION unique items ready to ship today!

Ships from: Toledo, OH

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$1.99
Seller since 2006

Feedback rating:

(60961)

Condition: Acceptable
Former Library book. Book has some water damage, but book is still completely readable. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase ... benefits world literacy! Read more Show Less

Ships from: Mishawaka, IN

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$1.99
Seller since 2006

Feedback rating:

(60961)

Condition: Good
Former Library book. Shows some signs of wear, and may have some markings on the inside. 100% Money Back Guarantee. Shipped to over one million happy customers. Your purchase ... benefits world literacy! Read more Show Less

Ships from: Mishawaka, IN

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$30.79
Seller since 2014

Feedback rating:

(4)

Condition: Good
1999-07-01 Hardcover Good Expedited shipping is available for this item!

Ships from: Burbank, CA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$62.50
Seller since 2005

Feedback rating:

(180)

Condition: Like New
Chicago, Illinois, U.S.A. 1998 Hard Cover Not Given Fine in Fine jacket 8vo-over 7?"-9?" tall. "HOW TO MEASURE SERVICE QUALITY & CUSTOMER SATISFACTION can help you answer these ... questions....This unique source of reference will help managers determine how serious they are about improving service quality and get started on the right track using quality improvement tools and techniques that are based on the teachings of W. Edwards Deming, Philip Crosby, and Joseph Juran. This is an excellent introduction to those new to the field and an indispensable reference for veterans of service quality and customer satisfaction measurement. " This book has 282 pages and is illustrated. Read more Show Less

Ships from: Minneapolis, MN

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
Page 1 of 1
Showing All
Close
Sort by
Sending request ...

Overview

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.

Read More Show Less

Product Details

  • ISBN-13: 9780877572671
  • Publisher: Cengage Learning
  • Publication date: 7/1/1999
  • Pages: 284
  • Product dimensions: 6.00 (w) x 9.10 (h) x 1.10 (d)

Meet the Author

Chuck Chakrapani is Chief Executive Officer of Millward Brown Goldfarb, President of Standard Research Systems, Adjunct Professor at the DeGroote School of Business at McMaster University, and former Executive Director and President of the PMRS.

Read More Show Less

Table of Contents

I. MANAGING SERVICE QUALITY. II. HOW STANDARD MEASUREMENT TECHNIQUES CAN MISLEAD. III. TOOLS AND TECHNIQUES OF MEASUREMENT. IV. MEASURING CUSTOMER SATISFACTION. V. TOWARD A PHILOSOPHY OF QUALITY. VI. PUTTING IT ALL TOGETHER.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)