عنوان

Beyond the ultimate question :

(Number (ISBN

0873897722 (alk. paper)

(Number (ISBN

9780873897723 (alk. paper)

Number

dltt

Title Proper

Beyond the ultimate question :

General Material Designation

[Book]

Other Title Information

a systematic approach to improve customer loyalty /

First Statement of Responsibility

Bob E. Hayes

Specific Material Designation and Extent of Item

xxxiii, 396 pages :

Other Physical Details

illustrations ;

Dimensions

24 cm

Text of Note

Includes bibliographical references and index

Text of Note

Beyond the ultimate question, and measurement and meaning of customer loyalty -- The structure of customer feedback programs -- Customer feedback programs and best practices study -- Strategy and corporate governance -- Business process integration -- Survey method -- Reporting -- Applied research -- Common roadblocks to increasing customer loyalty -- Turning data into profit the oracle way: using the customer experience to drive improvement and growth -- Development of a customer feedback program: the Akamai story -- Appendixes: A. Determining customer requirements -- B. Customer satisfaction questionnaire construction -- C. Measurement scales -- D. Frequencies, percentages, probabilities, histograms, and distributions -- E. Descriptive statistics -- F. Statistics, parameters, and sampling distributions -- G. Decision making and hypothesis testing -- H. T-tests -- I. Analysis of variance -- J. Regression analysis -- K. Factor analysis -- L. Table of random numbers

0

Consumer satisfaction

Customer loyalty

Customer services

Number

Edition

Class number

Book number

Hayes, Bob E.,1963-

Date of Transaction

20141128122728.0

Electronic name

[Book]

Y