Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l

Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well docu

"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct q

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstormi

Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about ho