How to measure service quality & customer satisfaction: the informal field-guide for tools and techniques
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chicago, Ill.
American Marketing Assoc.
1998
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XIII, 282 S. graph. Darst. |
| ISBN: | 0877572674 9780877572671 |
Staff View
MARC
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| 650 | 4 | |a Service à la clientèle - Qualité - Contrôle | |
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Record in the Search Index
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| adam_text | Contents
Preface xi
Acknowledgments xiii
A Note on the Terminology xiii
Part I Managing Service Quality 1
1 What Is Quality? 3
2 How Does Quality Affect Profitability? 6
3 Why Is Management Always the Last to Know? 12
4 Why Are Philosophers of Quality Relevant to
Measurement? 18
Part II How Standard Measurement Techniques
Can Mislead 25
5 The Nature of Service Quality 27
6 How Standard Quantitative Research Can Mislead 3 5
7 How Standard Interpretations Can Mislead 40
8 How Standard Focus Groups Can Mislead 45
Part III Tools and Techniques of Measurement 49
9 The P3D3 Matrix 51
10 Diagnostics Techniques: Producers 55
Structural Analysis 56
Check Sheets 61
Mystery Shopping 66
Internal Focus Groups 70
Appendix: An Example of a Mystery Shopping
Checklist 76
vii
viii Contents
11 Diagnostic Techniques: Processes 77
Graphic Techniques 77
Bar Charts 78
Scatter Diagrams 81
Radar Charts 84
Run Charts 88
Stratification 90
Flow Charts 95
12 Diagnostic Techniques: People 101
Complaint Elicitation Techniques 102
Belief System Analysis 107
Pareto Charts 109
Content Analysis and Content Tracking 113
13 Detailing Techniques: Producers 117
Nominal Group Technique 117
Benchmarking 120
Dimension Reduction Techniques 123
The As If Frame 126
The Video Camera Technique 129
14 Detailing Techniques: Processes 132
Control Charts 138
15 Detailing Techniques: People 150
External Focus Groups 153
Survey Research 155
Laddering 159
Factor Analysis 164
Wish Lists 169
Gap Analysis 172
Appendix: Sample Discussion Guide 177
16 Delivering Techniques: Producers 183
Brainstorming 184
Force Field Analysis 186
Cost Benefit Analysis 189
11 Delivering Techniques: Processes 192
The Fishbone Diagram 192
Process Mapping and Evaluation 197
18 Delivering Techniques: People 202
Tracking 202
Part IV Measuring Customer Satisfaction 205
19 Customer Satisfaction Measurement 207
Contents ix
20 A Step by Step Guide to Measuring 213
Customer Satisfaction
Quadrant Analysis 236
Appendix: Modeling and Measuring Customer
Satisfaction—An Example 247
Part V Toward a Philosophy of Quality 251
21 A System of Profound Knowledge 253
22 Deming s 14 Points 257
Part VI Putting It All Together 269
23 Choosing the Right Technique 271
General References 275
Index 277
|
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| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV013264477 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:42:45Z |
| institution | BVB |
| isbn | 0877572674 9780877572671 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009042503 |
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| physical | XIII, 282 S. graph. Darst. |
| publishDate | 1998 |
| publishDateSearch | 1998 |
| publishDateSort | 1998 |
| publisher | American Marketing Assoc. |
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| spelling | Chakrapani, Chuck Verfasser aut How to measure service quality & customer satisfaction the informal field-guide for tools and techniques Chuck Chakrapani Chicago, Ill. American Marketing Assoc. 1998 XIII, 282 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Klantenservice gtt Klantgerichtheid gtt Kwaliteitscontrole gtt Meetmethoden gtt Service à la clientèle - Gestion Service à la clientèle - Qualité - Contrôle Customer services Management Customer services Quality control Qualitätskontrolle (DE-588)4047968-7 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf Kundendienst (DE-588)4135134-4 s Verbraucherzufriedenheit (DE-588)4129147-5 s Qualitätskontrolle (DE-588)4047968-7 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009042503&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Chakrapani, Chuck How to measure service quality & customer satisfaction the informal field-guide for tools and techniques Klantenservice gtt Klantgerichtheid gtt Kwaliteitscontrole gtt Meetmethoden gtt Service à la clientèle - Gestion Service à la clientèle - Qualité - Contrôle Customer services Management Customer services Quality control Qualitätskontrolle (DE-588)4047968-7 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Kundendienst (DE-588)4135134-4 gnd |
| subject_GND | (DE-588)4047968-7 (DE-588)4129147-5 (DE-588)4135134-4 |
| title | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques |
| title_auth | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques |
| title_exact_search | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques |
| title_full | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques Chuck Chakrapani |
| title_fullStr | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques Chuck Chakrapani |
| title_full_unstemmed | How to measure service quality & customer satisfaction the informal field-guide for tools and techniques Chuck Chakrapani |
| title_short | How to measure service quality & customer satisfaction |
| title_sort | how to measure service quality customer satisfaction the informal field guide for tools and techniques |
| title_sub | the informal field-guide for tools and techniques |
| topic | Klantenservice gtt Klantgerichtheid gtt Kwaliteitscontrole gtt Meetmethoden gtt Service à la clientèle - Gestion Service à la clientèle - Qualité - Contrôle Customer services Management Customer services Quality control Qualitätskontrolle (DE-588)4047968-7 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Kundendienst (DE-588)4135134-4 gnd |
| topic_facet | Klantenservice Klantgerichtheid Kwaliteitscontrole Meetmethoden Service à la clientèle - Gestion Service à la clientèle - Qualité - Contrôle Customer services Management Customer services Quality control Qualitätskontrolle Verbraucherzufriedenheit Kundendienst |
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