Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues [Hardcover]

James H. Myers (Author)

Book Description

Publication Date: July 1, 2000 | ISBN-10: 0877572763 | ISBN-13: 978-0877572763 | Edition: 1

To be competitive in todayÂ's markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, youÂ'll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in todayÂ's customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.

Editorial Reviews

About the Author

James H. Myers, Ph.D. was professor of marketing at the Drucker School at Claremont Graduate University, for 22 years. Prior to that, he taught for 20 years at the Graduate School of Business Administration, University of Southern California. Before entering academia, Myers was manager of the Management Research Division at the Prudential Insurance Company¿s regional headquarters in Los Angeles. Myers is the author or coauthor of 7 books and more than 60 articles in the areas of marketing management, strategic marketing research, and customer satisfaction. He has also given many presentations on these and other topics to business and professional groups throughout the country. Myers has done extensive consulting in the areas of marketing research, market segmentation, product/service positioning, and new product opportunity identification. His clients have included Eastman Kodak, British Telecom, Frito-Lay, Gemini Management Consulting, and Pacific Gas & Electric Co.

Product Details

• Hardcover: 219 pages
• Publisher: South-Western Educational Pub; 1 edition (July 1, 2000)
• Language: English
• ISBN-10: 0877572763
• ISBN-13: 978-0877572763
• Product Dimensions: 9.3 x 6.4 x 0.8 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,850,771 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

6 of 7 people found the following review helpful:

4.0 out of 5 stars A useful primer, July 15, 2002

By 

Mary Ellen Gordon - See all my reviews
(REAL NAME)   

This review is from: Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues (Hardcover)

Measuring customer satisfaction (or at least doing it well) is more complicated than it seems, and this book provides a good overview of the many issues that need to be considered. The book would be great background reading for anyone thinking of implementing a customer satisfaction measurement system. Experienced researchers won't find a lot that's new, but may benefit from the review of familiar approaches and by becoming reacquainted with some less frequently used techniques.