AMA Handbook for Customer Satisfaction

Unlock the secrets to planning and implementing a comprehensive customer satisfaction program with this easy-to-apply introduction to the principles of customer satisfaction research. Step-by-step guidelines and dozens of examples from Burger King, Baxter Healthcare Corporation, and more.

ISBN	0844234540	Pages	231
ISBN13	9780844234540 (What's this?)	Volumes	001
Publisher	McGraw-Hill Education - Europe	Weight (grammes)	569
Imprint	McGraw-Hill Contemporary	Published in	London
Format	Hardback	Height (mm)	236
Publication date	01 Jun 1993	Width (mm)	163
Library of Congress	HF5415.3.D	Spine width (mm)	21
DEWEY	658.812	Academic level	Professional / Scholarly
DEWEY edition	DC20

	Preface
1	Customer Satisfaction: The Challenge	1
2	Planning Customer Satisfaction Research	11
3	Who Are the Customers?	17
4	Qualitative and Quantitative Research	25
5	Determining Critical Performance Attributes: The Customer Defines Satisfaction	37
6	Mail or Telephone Survey?	61
7	Designing the Questionnaire	71
8	Conducting the Customer Satisfaction Survey	99
9	Analyzing Results: Qualitative Research	113
10	Analyzing Results: Percentages and Proportions	127
11	Analyzing Results: Statistical Techniques	139
12	Integrating Company Information in the Research Process	173
13	Applying the Results: How to Improve Satisfaction	183
14	Maintaining Customer Satisfaction: Continuous Improvement Is Not a Luxury	203
	Appendix: Malcolm Baldrige National Quality Award: Customer Satisfaction Components	213
	Bibliography	219
	Index	223

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