How to Measure Service Quality and Customer Satisfaction pdf epub mobi txt 电子书下载 2024

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Chakrapani, Chuck

Thomson Learning College

1999-7

284

$ 51.92

HRD

9780877572671

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发表于2024-11-25

How to Measure Service Quality and Customer Satisfaction epub 下载 mobi 下载 pdf 下载 txt 电子书下载 2024

How to Measure Service Quality and Customer Satisfaction pdf epub mobi txt 电子书下载 2024

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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.

How to Measure Service Quality and Customer Satisfaction 下载 mobi epub pdf txt 电子书