书目详细信息
： MEASURING CUSTOMER SERVICE EFFECTIVENESS /
书目信息 机读格式(MARC)
| ISBN： | 0566085380 (alk. paper) |
|---|---|
| 个人名称： | Cook, Sarah,1955- |
| 题名： | Measuring customer service effectiveness / Sarah Cook. |
| 索书号： | F713.55/C771E |
| 出版发行项： | Aldershot, Hants, England ; Burlington, VT : Gower, 2004. |
| 载体形态： | viii, 160 p. : ill. ; 25 cm. |
| 书目附注： | Includes bibliographical references (p. [153]-155) and index. |
| 格式化内容附注： | The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results. |