TY  - BOOK
AU  - Hayes,Bob E.
TI  - Measuring customer satisfaction and loyalty: survey design, use, and statistical analysis methods 
SN  - 9780873897433 (hbk.)
U1  - 658.812 
PY  - 2008///
CY  - Milwaukee
PB  - ASQ Quality Press
KW  - Consumer satisfaction
KW  - Statistical methods
KW  - Questionnaires
N1  - Includes bibliographical references (p. 275-280) and index; 1. Introduction. - 2. Determining customer requirements. - 3. Reliability and validity. - 4. Customer satisfaction questionnaire construction: item generation, response format, and item selection. - 5. Sampling methods. - 6. Customer loyalty 2.0: beyond the ultimate question. - 7. Using customer satisfaction questionnaires. - 8. Examples of customer satisfaction questionnaires
ER  -