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6 of 7 people found the following review helpful:
4.0 out of 5 stars
A useful primer,
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.
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Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues by James H. Myers (Hardcover - July 2000)
Used & New from: $60.84
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