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How to Measure Customer Satisfaction
ISBN/GTIN

How to Measure Customer Satisfaction

BuchKartoniert, Paperback
Verkaufsrang24061inWirtschaft
CHF57.00

Beschreibung

Written by three leading practitioners, this is a practical guide to running an effective customer satisfaction measurement programme. The book also covers ways of gaining understanding and ownership of the CSM programme throughout the organisation.
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Details

ISBN/GTIN978-0-566-08595-6
ProduktartBuch
EinbandKartoniert, Paperback
ErscheinungslandVereinigtes Königreich
Erscheinungsdatum29.12.2003
Auflage2. A.
Seiten160 Seiten
SpracheEnglisch
MasseBreite 174 mm, Höhe 246 mm, Dicke 12 mm
Gewicht31 g
IllustrationenFarb., s/w. Abb.
Artikel-Nr.19204979
KatalogBuchzentrum
Datenquelle-Nr.22262877
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Autor

Nigel Hill is founding Director of The Leadership Factor Ltd, a company which specializes in customer satisfaction measurement. He is author of the Handbook of Customer Satisfaction and Loyalty Measurement, Second Edition, also published by Gower, as well as many articles on the subject. John Brierley is Principal Consultant with The Leadership Factor Ltd and is highly experienced in all aspects of CSM. Before moving into research he held the positions of production manager and general manager in the electronics industry, and commercial manager in the service sector. Rob MacDougall is Managing Director of The Leadership Factor Pty Ltd and has 16 years' experience across the consumer goods, hospitality and industrial market sectors. His responsibilities have included marketing strategy, market research, customer satisfaction measurement and advertising.