How to Measure Service Quality & Customer Satisfaction: The Informal Field Guide for Tools and Techniques - Couverture rigide

Chakrapani, Chuck

Couverture rigide

ISBN 10 : 0877572674 ISBN 13 : 9780877572671

Editeur : Butterworth-Heinemann Ltd, 1998

Synopsis

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.

Détails de l'édition

• Éditeur: Butterworth-Heinemann Ltd
• Date d'édition: 1998
• Langue: anglais
• ISBN 10: 0877572674
• ISBN 13: 9780877572671
• Reliure: Relié
• Nombre de pages: 284
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible