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5118140 |
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20041210120200.0 |
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031114s2003 enka b 001 0 eng |
| 010 |
|
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|a 2003064302
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| 020 |
|
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|a 056608595X (pbk. : alk. paper)
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| 040 |
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|a DLC
|c DLC
|d NhCcYBP
|d OCoLC
|d OrLoB-B
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|a pcc
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| 050 |
0 |
0 |
|a HF5415.335
|b .H553 2003
|
| 082 |
0 |
0 |
|a 658.8/343
|2 22
|
| 100 |
1 |
|
|a Hill, Nigel,
|d 1952-
|0 http://id.loc.gov/authorities/names/n96026262
|1 http://viaf.org/viaf/85279577
|
| 245 |
1 |
0 |
|a How to measure customer satisfaction /
|c Nigel Hill, John Brierley, and Rob MacDougall.
|
| 250 |
|
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|a 2nd ed.
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| 260 |
|
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|a Aldershot, Hampshire, England ;
|a Burlington, VT :
|b Gower,
|c c2003.
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| 300 |
|
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|a viii, 151 p. :
|b ill. ;
|c 25 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 |
|
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|a Includes bibliographical references (p. [145]) and index.
|
| 505 |
0 |
0 |
|g 1.
|t Introduction --
|g 2.
|t Setting objectives and project planning --
|g 3.
|t Exploratory research --
|g 4.
|t Sampling --
|g 5.
|t Survey options --
|g 6.
|t Maximising response rates --
|g 7.
|t Questionnaire design --
|g 8.
|t Rating scales --
|g 9.
|t Introducing the survey --
|g 10.
|t Analysing the results --
|g 11.
|t Benchmarking and improving your performance --
|g 12.
|t The mirror survey --
|g 13.
|t Feedback --
|g 14.
|t The business case for customer satisfaction --
|g App. 1.
|t Self-completion questionnaire --
|g App. 2.
|t Telephone survey questionnaire --
|g App. 3.
|t Mirror survey questionnaire --
|g App. 4.
|t Satisfaction Benchmark --
|g App. 5.
|t Web links.
|
| 650 |
|
0 |
|a Consumer satisfaction
|x Evaluation.
|
| 650 |
|
7 |
|a Consumer satisfaction
|x Evaluation.
|2 fast
|0 http://id.worldcat.org/fast/fst00876404
|
| 700 |
1 |
|
|a Brierley, John.
|0 http://id.loc.gov/authorities/names/n98108305
|1 http://viaf.org/viaf/26587936
|
| 700 |
1 |
|
|a MacDougall, Rob.
|0 http://id.loc.gov/authorities/names/n93049522
|1 http://viaf.org/viaf/63218968
|
| 901 |
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|a ToCBNA
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| 903 |
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|a HeVa
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|a (OCoLC)53156837
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|t Library of Congress classification
|a HF5415.335 .H553 2003
|l JRL
|c JRL-Gen
|i 5093728
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| 927 |
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|
|t Library of Congress classification
|a HF5415.335 .H553 2003
|l JRL
|c JRL-Gen
|e CONE
|b 65521422
|i 7659130
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