Measuring customer satisfaction : development and use of questionnaires /
Bob E. Hayes
- Wisconsin : ASQC Quality Press, 1992
- xii, 164 páginas
1. Introduction: Model of customer satisfaction questionnaire development and use | 2. Determining customer requirements | 3. Assessing your customer´s perceptions and attitudes: issues of reliability and validity | 4. Customer satisfaction questionnaire construction | 5. Using customer satisfaction questionnaires |