| 000 | 01366camuu22003614a 4500 | |
| 001 | 000045358870 | |
| 005 | 20070531104822 | |
| 008 | 060526s2006 enka bf 001 0 eng | |
| 010 | ▼a 2006928088 | |
| 020 | ▼a 9780566087448 (alk. paper) | |
| 020 | ▼a 0566087448 (alk. paper) | |
| 024 | 3 1 | ▼a 9780566087448 |
| 035 | ▼a (OCoLC)ocm71238879 | |
| 035 | ▼a (OCoLC)71238879 | |
| 035 | ▼a (KERIS)REF000012941190 | |
| 040 | ▼a DLC ▼c DLC ▼d DLC ▼d 211009 | |
| 050 | 0 0 | ▼a HF5415.335 ▼b .H55 2006 |
| 082 | 0 0 | ▼a 658.8/12 ▼2 21 |
| 082 | 0 0 | ▼a 658.8/343 ▼2 22 |
| 090 | ▼a 658.8343 ▼b H647h3 | |
| 100 | 1 | ▼a Hill, Nigel, ▼d 1952-. |
| 245 | 1 4 | ▼a The handbook of customer satisfaction and loyalty measurement / ▼c Nigel Hill and Jim Alexander. |
| 246 | 3 0 | ▼a Customer satisfaction and loyalty measurement |
| 250 | ▼a 3rd ed. | |
| 260 | ▼a Aldershot, Hampshire, England : ▼b Gower ; ▼a Burlington, VT : ▼b Ashgate, ▼c c2006. | |
| 300 | ▼a xiv, 273 p. : ▼b ill. ; ▼c 25 cm. | |
| 504 | ▼a Includes bibliographical references (p. [261]-263) and index. | |
| 650 | 0 | ▼a Consumer satisfaction ▼x Evaluation ▼v Handbooks, manuals, etc. |
| 650 | 0 | ▼a Marketing research ▼v Handbooks, manuals, etc. |
| 700 | 1 | ▼a Alexander, Jim. |
| 945 | ▼a KINS |
소장정보
| No. | 소장처 | 청구기호 | 등록번호 | 도서상태 | 반납예정일 | 예약 | 서비스 |
|---|---|---|---|---|---|---|---|
| No. 1 | 소장처 중앙도서관/서고7층/ | 청구기호 658.8343 H647h3 | 등록번호 111418523 (4회 대출) | 도서상태 대출가능 | 반납예정일 | 예약 | 서비스 |
컨텐츠정보
책소개
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
The third edition of the book offers a thorough guide to collecting and reporting accurate measures of customer satisfaction as well as useful advice on how to use the measures to drive performance improvement.
정보제공 :
목차
Contents: Introduction; Why measure customer satisfaction?; Loyalty; The satisfaction-profit chain; Survey objectives; Understanding customer behaviour; Exploratory research; Sampling; Survey options; Questionnaire design; Interviewing skills; Analysis and reporting; PR aspects; Measuring loyalty; Modelling and forecasting; Maximising the benefits; Appendices: Examples of customer satisfaction questionnaires; SERVQUAL; Glossary of terms; Additional information; Bibliography; Index.
정보제공 :