AMA handbook for customer satisfaction /

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Bibliographic Details
Author / Creator:	Dutka, Alan F.
Imprint:	Chicago, Ill. : American Marketing Association ; Lincolnwood, Ill., U.S.A. : NTC Business Books, c1994.
Description:	viii, 231 p. : ill. ; 24 cm.
Language:	English
Subject:	Consumers -- Research Consumer satisfaction -- Research. Consumer satisfaction -- Research. Consumers -- Research.
Format:	Print Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/1448655

Hidden Bibliographic Details
Notes:	Includes bibliographical references and index.

Table of Contents:

1. Customer Satisfaction: The Challenge
2. Planning Customer Satisfaction Research
3. Who Are the Customers?
4. Qualitative and Quantitative Research
5. Determining Critical Performance Attributes: The Customer Defines Satisfaction
6. Mail or Telephone Survey?
7. Designing the Questionnaire
8. Conducting the Customer Satisfaction Survey
9. Analyzing Results: Qualitative Research
10. Analyzing Results: Percentages and Proportions
11. Analyzing Results: Statistical Techniques
12. Integrating Company Information in the Research Process
13. Applying the Results: How to Improve Satisfaction
14. Maintaining Customer Satisfaction: Continuous Improvement Is Not a Luxury
Appendix: Malcolm Baldrige National Quality Award: Customer Satisfaction Components.

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