Measuring Customer Service Effectiveness
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Measuring Customer Service Effectiveness
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Author : Sarah Cook
language : en
Publisher: Routledge
Release Date : 2017-05-15
Measuring Customer Service Effectiveness written by Sarah Cook and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-15 with Business & Economics categories.
Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.
Measuring Customer Satisfaction
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Author : Bob E. Hayes
language : en
Publisher: ASQ Quality Press
Release Date : 1992
Measuring Customer Satisfaction written by Bob E. Hayes and has been published by ASQ Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Business & Economics categories.
"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Making Customer Service Happen
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Author : Neville Lake
language : en
Publisher: Allen & Unwin
Release Date : 2001
Making Customer Service Happen written by Neville Lake and has been published by Allen & Unwin this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
A simple and effective guide to achieving customer satisfaction while reducing your costs.
Measuring Customer Satisfaction
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Author : Richard F. Gerson
language : en
Publisher: Crisp Pub Incorporated
Release Date : 1993-01
Measuring Customer Satisfaction written by Richard F. Gerson and has been published by Crisp Pub Incorporated this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993-01 with Business & Economics categories.
After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry.
A Handbook For Measuring Customer Satisfaction And Service Quality
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Author : Morpace International
language : en
Publisher: Transportation Research Board
Release Date : 1999
A Handbook For Measuring Customer Satisfaction And Service Quality written by Morpace International and has been published by Transportation Research Board this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Business & Economics categories.
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Measuring Customer Experience
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Author : Philipp Klaus
language : en
Publisher: Springer
Release Date : 2014-11-19
Measuring Customer Experience written by Philipp Klaus and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-19 with Business & Economics categories.
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Services Management Conceptualizing And Measuring Customer Perceived Service Quality
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Author : Tim Ebner
language : en
Publisher: GRIN Verlag
Release Date : 2013-02-12
Services Management Conceptualizing And Measuring Customer Perceived Service Quality written by Tim Ebner and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-12 with Business & Economics categories.
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
How To Measure Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: Gower Publishing, Ltd.
Release Date : 2003
How To Measure Customer Satisfaction written by Nigel Hill and has been published by Gower Publishing, Ltd. this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
How To Measure Service Quality Customer Satisfaction
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Author : Chuck Chakrapani
language : en
Publisher: South Western Educational Publishing
Release Date : 1998
How To Measure Service Quality Customer Satisfaction written by Chuck Chakrapani and has been published by South Western Educational Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Customer services categories.
You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.