Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs (original) (raw)

Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs

1997

Abstract

... Satisfaction. Having used Bob's book in my MBA seminars on customer satisfaction and in numer-ous professional seminars, I am indebted to his ground-breaking effort in writing the book on customer satisfaction measurement. MY ...

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