Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York, NY
Springer US
2010
|
| Ausgabe: | 1st ed. 2010 |
| Schriftenreihe: | International Series in Operations Research & Management Science
139 |
| Schlagworte: | |
| Online-Zugang: | BTU01 UBR01 UBY01 Volltext |
| Zusammenfassung: | This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results. Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction. Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA) |
| Beschreibung: | 1 Online-Ressource (X, 308 p. 129 illus) |
| ISBN: | 9781441916402 |
| DOI: | 10.1007/978-1-4419-1640-2 |
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Datensatz im Suchindex
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|---|---|
| any_adam_object | |
| author | Grigoroudis, Evangelos Siskos, Yannis |
| author_facet | Grigoroudis, Evangelos Siskos, Yannis |
| author_role | aut aut |
| author_sort | Grigoroudis, Evangelos |
| author_variant | e g eg y s ys |
| building | Verbundindex |
| bvnumber | BV046443600 |
| classification_rvk | QP 620 |
| collection | ZDB-2-SBE |
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| dewey-ones | 658 - General management |
| dewey-raw | 658.81 |
| dewey-search | 658.81 |
| dewey-sort | 3658.81 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| doi_str_mv | 10.1007/978-1-4419-1640-2 |
| edition | 1st ed. 2010 |
| format | Electronic eBook |
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| id | DE-604.BV046443600 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T08:44:45Z |
| institution | BVB |
| isbn | 9781441916402 |
| language | English |
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| spelling | Grigoroudis, Evangelos Verfasser aut Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality by Evangelos Grigoroudis, Yannis Siskos 1st ed. 2010 New York, NY Springer US 2010 1 Online-Ressource (X, 308 p. 129 illus) txt rdacontent c rdamedia cr rdacarrier International Series in Operations Research & Management Science 139 This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results. Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction. Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA) Sales/Distribution Operations Research/Decision Theory Operations Research, Management Science Business and Management, general Sales management Operations research Business Messung (DE-588)4038852-9 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s 1\p DE-604 Siskos, Yannis aut Erscheint auch als Druck-Ausgabe 9781441916396 Erscheint auch als Druck-Ausgabe 9781441916563 Erscheint auch als Druck-Ausgabe 9781461425021 https://doi.org/10.1007/978-1-4419-1640-2 Verlag URL des Erstveröffentlichers Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Grigoroudis, Evangelos Siskos, Yannis Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality Sales/Distribution Operations Research/Decision Theory Operations Research, Management Science Business and Management, general Sales management Operations research Business Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4038852-9 (DE-588)4129147-5 |
| title | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality |
| title_auth | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality |
| title_exact_search | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality |
| title_full | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality by Evangelos Grigoroudis, Yannis Siskos |
| title_fullStr | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality by Evangelos Grigoroudis, Yannis Siskos |
| title_full_unstemmed | Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality by Evangelos Grigoroudis, Yannis Siskos |
| title_short | Customer Satisfaction Evaluation |
| title_sort | customer satisfaction evaluation methods for measuring and implementing service quality |
| title_sub | Methods for Measuring and Implementing Service Quality |
| topic | Sales/Distribution Operations Research/Decision Theory Operations Research, Management Science Business and Management, general Sales management Operations research Business Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Sales/Distribution Operations Research/Decision Theory Operations Research, Management Science Business and Management, general Sales management Operations research Business Messung Verbraucherzufriedenheit |
| url | https://doi.org/10.1007/978-1-4419-1640-2 |
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