000			01315cam a2200253 a 4500
001			vtls003153097
003			MY-SjTCS
005			20200226113956.0
008			110218s2008 wiua b 001 0 eng
020			_a9780873897433 (hbk.)
020			_a0873897439 (hbk.)
039		9	_a201102181520 _bVLOAD _c200910291645 _dpushpa _c200910131344 _dradtha _c200910131344 _dradtha _y200909291539 _zjamalia
082	0	0	_a658.812 _bHAY
100	1		_aHayes, Bob E., _d1963- _935744
245	1	0	_aMeasuring customer satisfaction and loyalty : _bsurvey design, use, and statistical analysis methods / _cBob E. Hayes
250			_a3rd ed.
260			_aMilwaukee : _bASQ Quality Press, _c2008.
300			_axxiii, 287 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references (p. 275-280) and index.
505	0		_a1. 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.
650		0	_aConsumer satisfaction _xStatistical methods.
650		0	_aQuestionnaires. _97974
920			_aGEN : 137967
999			_c124960 _d124960