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Author : Chris Denove
ISBN : 159184164X
Genre : Business & Economics
File Size : 78. 17 MB
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Two leading figures from J.D. Power and Associates provide insider information on how to improve a business through consumer satisfaction, citing the examples of market leaders including Toyota and Staples while covering such topics as service providers, product manufacturers, and implementing customer-focused strategies. Reprint.


Author : Gregory Berns
ISBN : 0805081313
Genre : Psychology
File Size : 46. 81 MB
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In a multidisciplinary study, a noted psychiatrist draws on such diverse fields as neuoscience, economics, and evolutionary psychology to address the basic question of how to find a more satisfying way to think and live, arguing that the key to satisfaction lies in the complexity and challenge in one's life. Reprint.

Customer Satisfaction

Author : Nigel Hill
ISBN : 9780955416118
Genre : Consumer satisfaction
File Size : 82. 68 MB
Format : PDF, Mobi
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This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.

Improving Your Measurement Of Customer Satisfaction

Author : Terry G. Vavra
ISBN : 0873894057
Genre : Business & Economics
File Size : 39. 96 MB
Format : PDF, Docs
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Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. it also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization. Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection *Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

Satisfaction A Behavioral Perspective On The Consumer

Author : Richard L. Oliver
ISBN : 9781317460220
Genre : Business & Economics
File Size : 66. 8 MB
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Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Job Satisfaction

Author : Paul E. Spector
ISBN : 0761989234
Genre : Business & Economics
File Size : 37. 55 MB
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Distilling the vast literature on this frequently studied variable in organizational behaviour research, Paul E Spector provides the student and professional with a pithy overview of the application, assessment, causes and consequences of job satisfaction. In addition to discussing the nature of and techniques for assessing job satisfaction, the author summarizes the findings concerning how people feel towards work, including: cultural and gender differences in job satisfaction and personal and organizational causes; and potential consequences of job satisfaction and dissatisfaction. Students and researchers will particularly appreciate the extensive list of references and the Job Satisfaction Survey included in the Appendix.

How To Measure Customer Satisfaction

Author : Nigel Hill
ISBN : 9781351930055
Genre :
File Size : 34. 38 MB
Format : PDF, ePub
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Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Measuring Customer Satisfaction And Loyalty

Author : Bob E. Hayes
ISBN : 9780873897433
Genre : Business & Economics
File Size : 65. 3 MB
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"The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.

Measuring And Improving Patient Satisfaction

Author : Patrick J. Shelton
ISBN : 0834210746
Genre : Medical
File Size : 85. 65 MB
Format : PDF, Kindle
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Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.

Job Satisfaction Of School Teachers

Author : Digumarti Bhaskara Rao
ISBN : 8171416527
Genre : High school teachers
File Size : 40. 92 MB
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Identifying the importance of job satisfaction in the life and career of teachers, a study was undertaken to identify the job satisfaction of secondary school teachers. The secondary school teachers are with good job satisfaction. There is no significant influence of age, sex, experience, qualifications, teaching subjects location of the school, and type of management on the status of job satisfaction of teachers. This book will be of much use to the people who wish to know about job satisfaction and its correlates.

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