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The Resource Beyond the ultimate question : a systematic approach to improve customer loyalty, Bob E. Hayes

Beyond the ultimate question : a systematic approach to improve customer loyalty, Bob E. Hayes

Label
Beyond the ultimate question : a systematic approach to improve customer loyalty
Title
Beyond the ultimate question
Title remainder
a systematic approach to improve customer loyalty
Statement of responsibility
Bob E. Hayes
Creator
Subject
Language
eng
Cataloging source
DLC
http://library.link/vocab/creatorDate
1963-
http://library.link/vocab/creatorName
Hayes, Bob E.
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Customer loyalty
  • Consumer satisfaction
  • Customer services
Label
Beyond the ultimate question : a systematic approach to improve customer loyalty, Bob E. Hayes
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Contents
Ch. 1. Beyond the ultimate question, and measurement and meaning of customer loyalty -- Ch. 2. The structure of customer feedback programs -- Ch. 3. Customer feedback programs and best practices study -- Ch. 4. Strategy and corporate governance -- Ch. 5. Business process integration -- Ch. 6. Survey method -- Ch. 7. Reporting -- Ch. 8. Applied research -- Ch. 9. Common roadblocks to increasing customer loyalty -- Ch. 10. Turning data into profit the Oracle way : using the customer experience to drive improvement and growth -- Ch. 11. Development of a customer feedback program : the Akamai story -- App. A. Determining customer requirements -- App. B. Customer satisfaction questionnaire construction -- App. C. Measurement scales -- App. D. Frequencies, percentages, probabilities, histograms, and distributions -- App. E. Descriptive statistics -- App. F. Statistics, parameters, and sampling distributions -- App. G. Decision making and hypothesis testing -- App. H. T-tests -- App. I. Analysis of variance -- App. J. Regression analysis -- App. K. Factor analysis -- App. L. Table of random numbers
Control code
ocn401714618
Dimensions
24 cm
Extent
xxxiii, 396 p.
Isbn
9780873897723
Isbn Type
(alk. paper)
Lccn
2009023442
Other physical details
ill.
System control number
(OCoLC)401714618
Label
Beyond the ultimate question : a systematic approach to improve customer loyalty, Bob E. Hayes
Publication
Bibliography note
Includes bibliographical references and index
Contents
Ch. 1. Beyond the ultimate question, and measurement and meaning of customer loyalty -- Ch. 2. The structure of customer feedback programs -- Ch. 3. Customer feedback programs and best practices study -- Ch. 4. Strategy and corporate governance -- Ch. 5. Business process integration -- Ch. 6. Survey method -- Ch. 7. Reporting -- Ch. 8. Applied research -- Ch. 9. Common roadblocks to increasing customer loyalty -- Ch. 10. Turning data into profit the Oracle way : using the customer experience to drive improvement and growth -- Ch. 11. Development of a customer feedback program : the Akamai story -- App. A. Determining customer requirements -- App. B. Customer satisfaction questionnaire construction -- App. C. Measurement scales -- App. D. Frequencies, percentages, probabilities, histograms, and distributions -- App. E. Descriptive statistics -- App. F. Statistics, parameters, and sampling distributions -- App. G. Decision making and hypothesis testing -- App. H. T-tests -- App. I. Analysis of variance -- App. J. Regression analysis -- App. K. Factor analysis -- App. L. Table of random numbers
Control code
ocn401714618
Dimensions
24 cm
Extent
xxxiii, 396 p.
Isbn
9780873897723
Isbn Type
(alk. paper)
Lccn
2009023442
Other physical details
ill.
System control number
(OCoLC)401714618

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