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

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Chakrapani, Chuck 作者

Thomson Learning College

译者

1999-7 出版日期

284 页数

$ 51.92 价格

HRD

丛书系列

9780877572671 图书编码

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发表于2024-11-14

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

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How to Measure Service Quality and Customer Satisfaction 在线电子书图书描述

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 在线电子书下载 mobi epub pdf txt 在线电子书下载

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