TY  - BOOK
AU  - Dutka, Alan 
TI  - AMA handbook for customer satisfaction
U1  - BRef. 658.812 
PY  - 1995///
CY  - Illinois, USA
PB  - NTC Business Books
N1  - Includes appendix, bibliography and index; 1. Customer satisfaction: the challenge  --2. Planning customer satisfaction research  --3. Who are the customers?  --4. Qualitative and quantitative research  --5. Determining critical performance attributes: the customer defines satisfaction  --6. Mail or telephone survey?  --7. Designing the questionnaire  --8. Conducting the customer satisfaction survey  --9. Analyzing results: qualitative research  --10. Analyzing results: percentages and proportions  --11. Analyzing results : statistical techniques  --12. Integrating company information in the research process  --13. Applying the results: how to improve satisfaction  --14. Maintaining customer satisfaction: continuous improvement is not a luxury
ER  -