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970827s1998 dcua b 001 0 eng |
| 010 |
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|a 97038007
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| 020 |
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|a 0877666717 (cloth : alk. paper)
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| 020 |
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|a 0877666725 (pbk. : alk. paper)
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| 035 |
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|a (OCoLC)37579762
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| 040 |
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|a DLC
|c DLC
|d OrLoB-B
|d OCoLC
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| 049 |
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|a CGUA
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| 050 |
0 |
0 |
|a HA31.2
|b .C87 1998
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| 082 |
0 |
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|a 658.8/34
|2 21
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| 245 |
0 |
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|a Customer surveys for agency managers :
|b what managers need to know /
|c Harry P. Hatry ... [et al.].
|
| 260 |
|
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|a Washington, D.C. :
|b Urban Institute Press ;
|a Lanham, MD :
|b Distributed in North American by University Press of America,
|c c1998.
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| 300 |
|
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|a xii, 117 p. :
|b ill. ;
|c 29 cm.
|
| 336 |
|
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|a text
|b txt
|2 rdacontent
|0 http://id.loc.gov/vocabulary/contentTypes/txt
|
| 337 |
|
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|a unmediated
|b n
|2 rdamedia
|0 http://id.loc.gov/vocabulary/mediaTypes/n
|
| 338 |
|
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|a volume
|b nc
|2 rdacarrier
|0 http://id.loc.gov/vocabulary/carriers/nc
|
| 504 |
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|a Includes bibliographical references (p. 109-111) and index.
|
| 505 |
0 |
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|t Why Surveys for Agencies? --
|t This Guide's Audience and Scope --
|t Organization of This Guide --
|g Pt. 1.
|t The Essentials: What Managers Need to Know about Customer Surveys.
|g 1.
|t What Are the Main Purposes of Customer Surveys?
|g 2.
|t What Specific Information Can (and Should) Customer Surveys Provide?
|g 3.
|t What Customer Surveys Cannot Tell You.
|g 4.
|t What Are the Major Problems with Surveys?
|g 5.
|t Whom Should You Survey?
|g 6.
|t Who Said What? The Need for Breakouts of Survey Findings.
|g 7.
|t Who Should Conduct the Survey?
|g 8.
|t When Should Surveys Be Done?
|g 9.
|t How Much Accuracy Do You Need? What Are the Major Potential Sources of Error?
|g 10.
|t What Determines Survey Costs?
|g 11.
|t What Do the Data Mean?
|g 12.
|t What Respondent Rights Need to Be Protected?
|g 13.
|t How Should Customer Survey Findings Be Reported? What if the News Is Bad?
|g 14.
|t What Should Be the Role of Elected Officials (or Board Members) in Customer Surveys? --
|g Pt. 2.
|t Survey Administration and Sampling.
|g 15.
|t What Are the Key Steps in Conducting a Survey?
|g 16.
|t How Can Questionnaires Be Administered to Respondents? What Are the Pros, Cons, and Costs of Each Option?
|g 17.
|t What Are the Key Elements of Survey Costs? How Can They Be Reduced?
|g 18.
|t Should You Sample? What Are the Key Concerns in Sampling? --
|g Pt. 3.
|t Summary Checklist of Recommendations for Agency Managers --
|g App. 1.
|t Portland Citizen Survey Questionnaire --
|g App. 2.
|t Guidelines for Contracting Customer Surveys --
|g App. 3.
|t Formula for Calculating Confidence Intervals for Percentages.
|
| 650 |
|
0 |
|a Sampling (Statistics)
|0 http://id.loc.gov/authorities/subjects/sh85117056
|
| 650 |
|
0 |
|a Social sciences
|x Statistical methods.
|0 http://id.loc.gov/authorities/subjects/sh85124018
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| 650 |
|
0 |
|a Consumer satisfaction
|x Evaluation.
|
| 650 |
|
7 |
|a Consumer satisfaction
|x Evaluation.
|2 fast
|0 http://id.worldcat.org/fast/fst00876404
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| 650 |
|
7 |
|a Sampling (Statistics)
|2 fast
|0 http://id.worldcat.org/fast/fst01104676
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| 650 |
|
7 |
|a Social sciences
|x Statistical methods.
|2 fast
|0 http://id.worldcat.org/fast/fst01122983
|
| 700 |
1 |
|
|a Hatry, Harry P.
|0 http://id.loc.gov/authorities/names/n79021409
|1 http://viaf.org/viaf/67734186
|
| 710 |
2 |
|
|a Urban Institute.
|0 http://id.loc.gov/authorities/names/n79018212
|1 http://viaf.org/viaf/124319186
|
| 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 |
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|s a6a5aad6-77ad-51dd-8a78-dc522764e5ee
|
| 928 |
|
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|t Library of Congress classification
|a HA31.2.C87 1998
|l JRL
|c JRL-Gen
|i 6187583
|
| 927 |
|
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|t Library of Congress classification
|a HA31.2.C87 1998
|l JRL
|c JRL-Gen
|b 49084655
|i 5678888
|
