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
Action
committed to retain for EAST
Cataloging source
DLC
http://library.link/vocab/creatorDate
1963-
http://library.link/vocab/creatorName
Hayes, Bob E.
Illustrations
illustrations
Index
index present
LC call number
HF5415.525
LC item number
.H39 2010
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
Beyond the ultimate question, and measurement and meaning of customer loyalty -- The structure of customer feedback programs -- Customer feedback programs and best practices study -- Strategy and corporate governance -- Business process integration -- Survey method -- Reporting -- Applied research -- Common roadblocks to increasing customer loyalty -- Turning data into profit the oracle way: using the customer experience to drive improvement and growth -- Development of a customer feedback program: the Akamai story -- Appendixes: A. Determining customer requirements -- B. Customer satisfaction questionnaire construction -- C. Measurement scales -- D. Frequencies, percentages, probabilities, histograms, and distributions -- E. Descriptive statistics -- F. Statistics, parameters, and sampling distributions -- G. Decision making and hypothesis testing -- H. T-tests -- I. Analysis of variance -- J. Regression analysis -- K. Factor analysis -- L. Table of random numbers
Dimensions
24 cm.
Extent
xxxiii, 396 p.
Isbn
9780873897723
Isbn Type
(alk. paper)
Lccn
20090234 42
Other physical details
ill.
System control number
  • (OCoLC)401714618
  • (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
Beyond the ultimate question, and measurement and meaning of customer loyalty -- The structure of customer feedback programs -- Customer feedback programs and best practices study -- Strategy and corporate governance -- Business process integration -- Survey method -- Reporting -- Applied research -- Common roadblocks to increasing customer loyalty -- Turning data into profit the oracle way: using the customer experience to drive improvement and growth -- Development of a customer feedback program: the Akamai story -- Appendixes: A. Determining customer requirements -- B. Customer satisfaction questionnaire construction -- C. Measurement scales -- D. Frequencies, percentages, probabilities, histograms, and distributions -- E. Descriptive statistics -- F. Statistics, parameters, and sampling distributions -- G. Decision making and hypothesis testing -- H. T-tests -- I. Analysis of variance -- J. Regression analysis -- K. Factor analysis -- L. Table of random numbers
Dimensions
24 cm.
Extent
xxxiii, 396 p.
Isbn
9780873897723
Isbn Type
(alk. paper)
Lccn
20090234 42
Other physical details
ill.
System control number
  • (OCoLC)401714618
  • (OCoLC)401714618

Library Locations

  • African Studies LibraryBorrow it
    771 Commonwealth Avenue, 6th Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Alumni Medical LibraryBorrow it
    72 East Concord Street, Boston, MA, 02118, US
    42.336388 -71.072393
  • Astronomy LibraryBorrow it
    725 Commonwealth Avenue, 6th Floor, Boston, MA, 02445, US
    42.350259 -71.105717
  • Fineman and Pappas Law LibrariesBorrow it
    765 Commonwealth Avenue, Boston, MA, 02215, US
    42.350979 -71.107023
  • Frederick S. Pardee Management LibraryBorrow it
    595 Commonwealth Avenue, Boston, MA, 02215, US
    42.349626 -71.099547
  • Howard Gotlieb Archival Research CenterBorrow it
    771 Commonwealth Avenue, 5th Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Mugar Memorial LibraryBorrow it
    771 Commonwealth Avenue, Boston, MA, 02215, US
    42.350723 -71.108227
  • Music LibraryBorrow it
    771 Commonwealth Avenue, 2nd Floor, Boston, MA, 02215, US
    42.350723 -71.108227
  • Pikering Educational Resources LibraryBorrow it
    2 Silber Way, Boston, MA, 02215, US
    42.349804 -71.101425
  • School of Theology LibraryBorrow it
    745 Commonwealth Avenue, 2nd Floor, Boston, MA, 02215, US
    42.350494 -71.107235
  • Science & Engineering LibraryBorrow it
    38 Cummington Mall, Boston, MA, 02215, US
    42.348472 -71.102257
  • Stone Science LibraryBorrow it
    675 Commonwealth Avenue, Boston, MA, 02445, US
    42.350103 -71.103784
Processing Feedback ...