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

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

by Chuck Chakrapani

Hardcover

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Product Details

ISBN-13: 9780877572671
Publisher: Cengage Learning
Publication date: 07/01/1999
Pages: 284
Product dimensions: 6.00(w) x 9.10(h) x 1.10(d)

About 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.

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.

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