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How to Measure Service Quality and Customer Satisfaction : The In
Free US Delivery | ISBN:0877572674
US $9.80
Approximately£7.22
Condition:
“Former library book; may include library markings. Used book that is in excellent condition. May ”... Read moreAbout condition
Very Good
A book that has been read and does not look new, but is in excellent condition. No obvious damage to the book cover, with the dust jacket (if applicable) included for hard covers. No missing or damaged pages, no creases or tears, no underlining or highlighting of text, and no writing in the margins. Some identifying marks on the inside cover, but this is minimal. Very little wear and tear. See the seller’s listing for full details and description of any imperfections.
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Postage:
Free Economy Shipping.
Located in: Mishawaka, Indiana, United States
Delivery:
Estimated between Wed, 18 Jun and Tue, 24 Jun to 94104
Returns:
30 days return. Buyer pays for return postage. If you use an eBay delivery label, it will be deducted from your refund amount.
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eBay item number:316522927166
Item specifics
- Condition
- Very Good
- Seller notes
- Features
- EX-LIBRARY
- Book Title
- How to Measure Service Quality and Customer Satisfaction : The In
- ISBN
- 9780877572671
About this product
Product Identifiers
Publisher
Cengage South-Western
ISBN-10
0877572674
ISBN-13
9780877572671
eBay Product ID (ePID)
926159
Product Key Features
Number of Pages
284 Pages
Language
English
Publication Name
How to Measure Service Quality and Customer Satisfaction : The Informal Field Guide for Tools and Techniques
Publication Year
1999
Subject
Marketing / General, Customer Relations, General, Teaching Methods & Materials / General
Type
Textbook
Subject Area
Education, Business & Economics
Format
Hardcover
Dimensions
Item Height
1 in
Item Weight
21.7 Oz
Item Length
9.4 in
Item Width
6.4 in
Additional Product Features
Intended Audience
Scholarly & Professional
LCCN
97-028835
Dewey Edition
21
Illustrated
Yes
Dewey Decimal
658.8/12
Table Of Content
I. MANAGING SERVICE QUALITY. II. HOW STANDARD MEASUREMENT TECHNIQUES CAN MISLEAD. III. TOOLS AND TECHNIQUES OF MEASUREMENT. IV. MEASURING CUSTOMER SATISFACTION. V. TOWARD A PHILOSOPHY OF QUALITY. VI. PUTTING IT ALL TOGETHER.
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.
LC Classification Number
HF5415.5.C445 1997
Item description from the seller
Seller business information
About this seller
Better World Books
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Seller Feedback (4,263,638)
- e***g (52)- Feedback left by buyer.Past monthVerified purchaseExcellent prices on used books in great condition. Shipped out quickly. Product condition is accurate to rating in listing. Thanks! NOTE: For this particular book (I ordered several), it came in a soft cover rather than hard cover as the listing stated. I contacted the seller and they responded promptly. They agreed that it was a listing error and provided me with a full refund for this book (without return required) proving they are both a responsible and trustworthy seller.
- 7***j (775)- Feedback left by buyer.Past 6 monthsVerified purchaseI recently purchased an item from this eBay seller, and I couldn't be happier with the experience. From the prompt communication to the fast shipping, everything was handled with utmost professionalism. The item arrived exactly as described and was well-packaged to ensure its safety during transit. The seller was courteous and responsive, making the entire transaction smooth and hassle-free. I highly recommend this seller to anyone looking for quality products and excellent service.
- c***m (404)- Feedback left by buyer.Past monthVerified purchaseAAA+++; Excellent Service; Great Pricing; Fast Delivery-Faster Than Expected to Hawaii!; using free shipping; USPS Ground Mail, Hardback Book in Great Condition--Better Than Described ; TLC Packaging; Excellent Seller Communication, Sends updates . Highly Recommended!, Thank you very much!
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Seller Feedback (4,263,638)
- e***g (52)- Feedback left by buyer.Past monthVerified purchaseExcellent prices on used books in great condition. Shipped out quickly. Product condition is accurate to rating in listing. Thanks! NOTE: For this particular book (I ordered several), it came in a soft cover rather than hard cover as the listing stated. I contacted the seller and they responded promptly. They agreed that it was a listing error and provided me with a full refund for this book (without return required) proving they are both a responsible and trustworthy seller.
- 7***j (775)- Feedback left by buyer.Past 6 monthsVerified purchaseI recently purchased an item from this eBay seller, and I couldn't be happier with the experience. From the prompt communication to the fast shipping, everything was handled with utmost professionalism. The item arrived exactly as described and was well-packaged to ensure its safety during transit. The seller was courteous and responsive, making the entire transaction smooth and hassle-free. I highly recommend this seller to anyone looking for quality products and excellent service.
- c***m (404)- Feedback left by buyer.Past monthVerified purchaseAAA+++; Excellent Service; Great Pricing; Fast Delivery-Faster Than Expected to Hawaii!; using free shipping; USPS Ground Mail, Hardback Book in Great Condition--Better Than Described ; TLC Packaging; Excellent Seller Communication, Sends updates . Highly Recommended!, Thank you very much!