Customer Satisfaction Evaluation : Methods for Measuring and Implementing Service Quality
Language: English
Published by Springer Us, 2009
Series: Book 114 of 323 - International Series in Operations Research & Management Science
- Hardcover
- New
Seller: AHA-BUCH GmbH, Einbeck, GermanyAHA-BUCH GmbH
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Add to basketItem description from seller
Seller Inventory # 9781441916396
- Title
- Customer Satisfaction Evaluation : Methods for Measuring and Implementing Service Quality
- Author
- Yannis Siskos
- Publisher
- Springer Us
- Publication year
- 2009
- Condition
- Neu
- Binding
- Buch
- Language
- English
- ISBN 10
- 1441916393
- ISBN 13
- 9781441916396
- Item weight
- 628 grams
- Dimensions
- 244x164x28 mm
- Series
- Book 114 of 323: International Series in Operations Research & Management Science
"Synopsis" may belong to another edition of this title.
From the Back Cover
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results.
Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction.
Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA).
"About the title" may belong to another edition of this title.
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