TY  - BOOK
AU  - Hayes,Bob E.
TI  - Measuring customer satisfaction and loyalty: survey design, use, and statistical analysis methods 
SN  - 9788122427998
AV  - HF5415.335 .H39 2010
PY  - 2010///
CY  - Milwaukee, Wis.
PB  - ASQ Quality Press
KW  - Consumer satisfaction
KW  - Statistical methods
KW  - Questionnaires
N1  - Includes bibliographical references (p. 275-280) and index
UR  - http://www.loc.gov/catdir/toc/ecip0818/2008020729.html
ER  -