How To Measure Service Quality & Customer Satisfaction: The Informal Field Guide for Tools and Techniques
By Chuck Chakrapani.
Description
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 incorrectl...
ISBN(s)
0877572674, 9780877572671
