AMA handbook for customer satisfaction
American Marketing Association, 1994 - Business & Economics - 231 pages
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.
12 pages matching Office staff in this book
Results 1-3 of 12
What people are saying - Write a review
We haven't found any reviews in the usual places.
Qualitative and Quantitative Research
Mail or Telephone Survey?
Designing the Questionnaire
5 other sections not shown
analyze answered quickly Billing is accurate Burger King business dealings claims are handled Coder company is professional companyís competitors complaints conducted Conjoint analysis consumer correlated Correspondence analysis critical performance attributes customer expectations Customer requirements drive customer satisfaction research customer satisfaction survey Customer service personnel customerís delivered to specifications determine developed discriminant analysis dissatisfied customers drive the company employees error evaluate example Exhibit factor analysis focus groups handled effectively handled promptly implemented important indicated inﬂuence involvement mail surveys Marketing Research measures ments multiple regression nonresponse Office staff office supply products open-ended questions open-ended responses percent percentage Perceptual Map personnel are responsive Plastic Polymers procedures product or service professional in business psychographic purchase quantitative research Resin response rate restaurant Roadway Express SALES REP sample satisfied customers scores selected standards statistical techniques strategies suppliers survey results technical support telephone survey tion total quality management Warranty claims