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970421s1997 nyua b 001 0 eng |
| 010 |
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|a 97067089
|
| 020 |
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|a 0915910438
|
| 035 |
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|a (NhCcYBP)YBT 97067089
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| 035 |
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|a (NhCcYBP)YBP98139125741
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| 040 |
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|a DLC
|c DLC
|d OrLoB-B
|d OCoLC
|
| 050 |
0 |
0 |
|a HF5415.335
|b .A57 1997
|
| 082 |
0 |
0 |
|a 658.8/12
|2 21
|
| 100 |
1 |
|
|a Anton, Jon.
|0 http://id.loc.gov/authorities/names/n95105689
|1 http://viaf.org/viaf/276239705
|
| 245 |
1 |
0 |
|a Listening to the voice of the customer :
|b 16 steps to a successful customer satisfaction measurement program /
|c written by Jon Anton ; assisted by Debra Perkins.
|
| 260 |
|
|
|a New York :
|b Customer Service Group,
|c c1997.
|
| 300 |
|
|
|a xi, 152 p. :
|b ill. ;
|c 28 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 (p. 145-148) and index.
|
| 505 |
0 |
0 |
|g Step 1.
|t Focusing On Customer Satisfaction In The New Economy --
|g Step 2.
|t Making The Case: A Customer Satisfaction Surveying Program --
|g Step 3.
|t Customer Surveying: The Foundation Concepts --
|g Step 4.
|t Gathering The Tools --
|g Step 5.
|t Clarity Of Vision --
|g Step 6.
|t Attribute Scan --
|g Step 7.
|t Sampling Decisions And Surveying Issues --
|g Step 8.
|t Survey Method And Data Collection Issues --
|g Step 9.
|t How To Write A Survey --
|g Step 10.
|t How To Design A Questionnaire --
|g Step 11.
|t Implementing A Survey --
|g Step 12.
|t Analyzing The Survey --
|g Step 13.
|t Introduction To The Major Types Of Analysis --
|g Step 14.
|t Reporting The Results --
|g Step 15.
|t Taking Action - Making The Most Of The Presentation --
|g Step 16.
|t Continuous Improvement In The Customer Satisfaction Process.
|
| 650 |
|
0 |
|a Consumer satisfaction
|x Evaluation.
|
| 650 |
|
0 |
|a Customer relations.
|0 http://id.loc.gov/authorities/subjects/sh85034963
|
| 650 |
|
7 |
|a Consumer satisfaction
|x Evaluation.
|2 fast
|0 http://id.worldcat.org/fast/fst00876404
|
| 650 |
|
7 |
|a Customer relations.
|2 fast
|0 http://id.worldcat.org/fast/fst00885533
|
| 700 |
1 |
|
|a Perkins, Debra Sue,
|d 1951-
|0 http://id.loc.gov/authorities/names/no92008840
|1 http://viaf.org/viaf/116345131
|
| 035 |
|
|
|a (OCoLC)37354007
|
| 901 |
|
|
|a ToCBNA
|
| 903 |
|
|
|a HeVa
|
| 929 |
|
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|a cat
|
| 999 |
f |
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|i 5415dd1d-dea8-57a9-b496-a4955621cda2
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| 928 |
|
|
|t Library of Congress classification
|a HF5415.335 .A57 1997
|l JRL
|c JRL-Gen
|i 6132825
|
| 927 |
|
|
|t Library of Congress classification
|a HF5415.335 .A57 1997
|l JRL
|c JRL-Gen
|e CONE
|b 49332387
|i 5386957
|
