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How To Measure Service Quality & Customer Satisfaction - The Informal Field Guide For Tools And Techniques
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A Comprehensive Guide to Measuring Service Quality
This book is a go-to resource for anyone interested in understanding and improving service quality and customer satisfaction. With clear explanations, practical examples, and organized exhibits, it takes you through a wide range of measurement tools. What sets it apart is the "P3D3" matrix, which helps you choose the right tool for different measurement needs. Whether you're a beginner or an experienced professional, this book will equip you with the knowledge and insights to make meaningful improvements in service quality.
Sale
How To Measure Service Quality & Customer Satisfaction - The Informal Field Guide For Tools And Techniques
Regular price
RM21.57 MYR
RM14.26 MYR
34% off
- Unit price
- / per
50% off
51% off
43% off
34% off
ISBN: 9780877572671
Authors:
Chuck Chakrapani
Publisher: South-Western Educational Pub
Date of Publication: 1999-07-01
Format: Hardcover
Goodreads rating: 0.0
(rated by 0 readers)
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 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.
Condition guide
Book Condition Guide
Books in Like New Condition
This book may contain very minor cosmetic defects, but it is in pristine condition. There should be no yellowing, no foxing, no water damage, and no annotations of any kind on the cover and the pages. For paperbacks, there should not be any crease marks on the spine. This book is good as new — lucky you!
*Books may be missing bundle media (e.g. CD, e-book code), if included.
Books in Very Good Condition
This book has been used, but it is still in a clean condition. There should be no foxing or annotations of any kind on the inner pages, but a sparse amount may be present on the cover, title pages, or outside edges of the book. There should be no water damage of any kind. For paperbacks, there may be light crease marks on the spine.
*Books may be missing bundle media (e.g. CD, e-book code), if included.
Books in Good Condition
We do our best to ensure the quality of our books, but there is no escaping the wear and tear that comes with time. Slight foxing and some annotations may be present on the pages and the cover. There should be no water damage of any kind. For paperbacks, there may be several crease marks on the spine.
*Books may be missing bundle media (e.g. CD, e-book code), if included.
Books in Well Read Condition
This is a well-read book, which means that the previous owner probably really enjoyed it! The cover and pages may include moderate foxing and annotations, but the text is not obscured and still readable. Moderate cosmetic defects and minor water damage may be present on the edges of the book. For paperbacks, there may be multiple crease marks on the spine.
*Books may be missing bundle media (e.g. CD, e-book code), if included.
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A Comprehensive Guide to Measuring Service Quality
This book is a go-to resource for anyone interested in understanding and improving service quality and customer satisfaction. With clear explanations, practical examples, and organized exhibits, it takes you through a wide range of measurement tools. What sets it apart is the "P3D3" matrix, which helps you choose the right tool for different measurement needs. Whether you're a beginner or an experienced professional, this book will equip you with the knowledge and insights to make meaningful improvements in service quality.
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