Measuring customer satisfaction and loyalty :
Hayes, Bob E., 1963-
Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes. - 3rd ed. - Milwaukee, Wis. : ASQ Quality Press, 2010. - xxiii, 287 p. : ill. ; 24 cm.
Includes bibliographical references (p. 275-280) and index.
9788122427998
2008020729
Consumer satisfaction--Statistical methods.
Questionnaires.
HF5415.335 / .H39 2010
Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes. - 3rd ed. - Milwaukee, Wis. : ASQ Quality Press, 2010. - xxiii, 287 p. : ill. ; 24 cm.
Includes bibliographical references (p. 275-280) and index.
9788122427998
2008020729
Consumer satisfaction--Statistical methods.
Questionnaires.
HF5415.335 / .H39 2010