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ICU |
| 005 |
19970810103400.0 |
| 008 |
930406s1994 ilu b 001 0 eng |
| 010 |
|
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|a 92034249
|
| 035 |
|
|
|a (ICU)BID16944082
|
| 035 |
|
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|a (OCoLC)26672518
|
| 040 |
|
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|c DLC
|d IAF
|d ICU$dOrLoB
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| 050 |
0 |
0 |
|a HF5415.3
|b .D88 1993
|
| 082 |
|
|
|a 658.8/12
|2 20
|
| 100 |
1 |
|
|a Dutka, Alan F.
|0 http://id.loc.gov/authorities/names/n88009093
|1 http://viaf.org/viaf/92138152
|
| 245 |
1 |
0 |
|a AMA handbook for customer satisfaction /
|c Alan Dutka.
|
| 260 |
|
|
|a Chicago, Ill. :
|b American Marketing Association ;
|a Lincolnwood, Ill., U.S.A. :
|b NTC Business Books,
|c c1994.
|
| 263 |
|
|
|a 9310
|
| 300 |
|
|
|a viii, 231 p. :
|b ill. ;
|c 24 cm.
|
| 336 |
|
|
|a text
|b txt
|2 rdacontent
|0 http://id.loc.gov/vocabulary/contentTypes/txt
|
| 337 |
|
|
|a unmediated
|b n
|2 rdamedia
|0 http://id.loc.gov/vocabulary/mediaTypes/n
|
| 338 |
|
|
|a volume
|b nc
|2 rdacarrier
|0 http://id.loc.gov/vocabulary/carriers/nc
|
| 504 |
|
|
|a Includes bibliographical references and index.
|
| 505 |
0 |
0 |
|g 1.
|t Customer Satisfaction: The Challenge --
|g 2.
|t Planning Customer Satisfaction Research --
|g 3.
|t Who Are the Customers? --
|g 4.
|t Qualitative and Quantitative Research --
|g 5.
|t Determining Critical Performance Attributes: The Customer Defines Satisfaction --
|g 6.
|t Mail or Telephone Survey? --
|g 7.
|t Designing the Questionnaire --
|g 8.
|t Conducting the Customer Satisfaction Survey --
|g 9.
|t Analyzing Results: Qualitative Research --
|g 10.
|t Analyzing Results: Percentages and Proportions --
|g 11.
|t Analyzing Results: Statistical Techniques --
|g 12.
|t Integrating Company Information in the Research Process --
|g 13.
|t Applying the Results: How to Improve Satisfaction --
|g 14.
|t Maintaining Customer Satisfaction: Continuous Improvement Is Not a Luxury --
|t Appendix: Malcolm Baldrige National Quality Award: Customer Satisfaction Components.
|
| 650 |
|
0 |
|a Consumers
|x Research
|0 http://id.loc.gov/authorities/subjects/sh85031493
|
| 650 |
|
0 |
|a Consumer satisfaction
|x Research.
|
| 650 |
|
7 |
|a Consumer satisfaction
|x Research.
|2 fast
|0 http://id.worldcat.org/fast/fst00876407
|
| 650 |
|
7 |
|a Consumers
|x Research.
|2 fast
|0 http://id.worldcat.org/fast/fst00876427
|
| 850 |
|
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|a ICU
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| 901 |
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|a ToCBNA
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| 903 |
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|a HeVa
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| 903 |
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|a Hathi
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| 929 |
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|a cat
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| 999 |
f |
f |
|i 62565a3b-1139-5732-8ec9-d93606da977c
|s 358626ec-a3a6-5df8-9f21-f53ebab59416
|
| 928 |
|
|
|t Library of Congress classification
|a HF5415.3.D880 1994
|l JRL
|c JRL-Gen
|i 5875984
|
| 927 |
|
|
|t Library of Congress classification
|a HF5415.3.D880 1994
|l JRL
|c JRL-Gen
|b 41827109
|i 2825032
|
