Customer satisfaction research management : a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations /
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| Author / Creator: | Allen, Danica R., 1959- |
|---|---|
| Imprint: | Milwaukee : ASQ Quality Press, 2004. |
| Description: | xv, 248 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/5201441 |
Table of Contents:
- List of Figures
- Preface
- Acknowledgments
- Chapter 1. Customer Satisfaction, Retention, and Profitability
- Introduction
- History of Customer Satisfaction Research
- Customer Satisfaction and Business Outcomes
- An Intervening Variable: Customer Retention
- Customer Satisfaction, Share, and Profitability
- A Return on Quality Model
- The ACSI Study
- What Is Loyalty?
- Chapter 2. Tracking and Reporting Customer Satisfaction Metrics
- Introduction
- The Roles of Customer Satisfaction Measurement
- The Customer Satisfaction Program Life Cycle
- Reporting Issues
- Customer Comment Data
- Defining Loyalty Segments
- Chapter 3. Linking CSM to Management Incentives: Theoretical Foundation
- Introduction
- The Nature of Human Motivation
- Needs-Based Theories of Motivation
- Process Theories of Motivation
- Reward and Recognition Programs
- Customer Feedback in Incentive Systems
- Relationship and Transaction Surveys
- Hybrid Surveys
- Summary
- Chapter 4. Linking CSM to Management Incentives: Quantitative Approaches
- Introduction
- Incentive Systems and Customer Satisfaction
- Accommodating Measurement Error
- Case Study: SuperCam Dealer Bonus Program
- Summary
- Chapter 5. Implementing Key-Driver Results
- Introduction
- Derived Versus Stated Importance: Managerial Implications
- Marginal Resource Allocation Models
- Key-Driver Quantification
- Bivariate Measures of Importance
- Multivariate Measures of Importance
- Multivariate Regression Models
- Interaction Terms
- Hierarchical Bayes Regression
- Effects of Collinearity
- Strategies for Dynamic Key Drivers
- Summary
- Chapter 6. CRM and Customer Satisfaction
- Introduction
- CRM as a Business Strategy
- CRM: The Promise
- CRM: The Reality
- Marketing Research Data and CRM
- Customer Satisfaction Data and CRM
- The Future of the CRM/CSM Relationship
- Chapter 7. Linking Customer Satisfaction to Business Outcomes
- Introduction
- Linkage Research Techniques
- Direct Linkage Dependent Measures: Market Share
- Direct Linkage Dependent Measures: Profitability
- Cross-Sectional Linkage Techniques
- Longitudinal Linkage Techniques
- Summary
- Chapter 8. Managing Global CSM Projects
- Introduction
- Global Program Management
- Data Collection Considerations
- Telephone Surveys
- Mail Surveys
- Personal Interviews
- The Internet
- Interactive Voice Response (IVR)
- Panels
- Instrument Design
- The Data Dictionary
- Psychometric Issues: Cultural Bias
- Chapter 9. Linking Customer Feedback to Business Processes
- Introduction
- Key Drivers and Improvement Costs
- Improvement Cost Functions
- Managerial Strategies: Product Quality
- Managerial Strategies: Service Quality
- Summary
- Chapter 10. Creating and Managing Loyalty Segments
- Introduction
- Loyalty: Operational Definitions
- Loyalty Segment Drivers
- Assessing Driver Homogeneity
- Introduction to Binary Logistic Regression
- Case Study: MNL Regression and Loyalty Segments
- Traditional Model Development
- MNL Model Development
- Segment Dynamics Forecasting
- Implementation Issues
- Implications for Incentive Systems
- Future Directions
- Appendix A. Customer Satisfaction Data Analysis Tips
- Introduction
- Documentation
- Data Management
- Validation
- Appendix B. Useful Statistical Tests for Customer Satisfaction Research
- Role of Inferential Statistics
- Finite Population Correction Factor
- Glossary
- References
- Index
