Customer Satisfaction Evaluation Methods for Measuring and Implementing Service Quality /

• Κύριοι συγγραφείς: Grigoroudis, Evangelos (Συγγραφέας), Siskos, Yannis (Συγγραφέας)
• Συγγραφή απο Οργανισμό/Αρχή: SpringerLink (Online service)
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Boston, MA : Springer US, 2010.
• Σειρά: International Series in Operations Research & Management Science, 139
• Θέματα: Business.; Management science.; Operations research.; Decision making.; Sales management.; Business and Management.; Sales/Distribution.; Operation Research/Decision Theory.; Operations Research, Management Science.; Business and Management, general.

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...

Πίνακας περιεχομένων:

• Basic Methodological Approaches
• Other Methodological Approaches
• MUSA: Multicriteria Satisfaction Analysis
• Extensions of the MUSA Method
• Advanced Topics on the MUSA Method
• Customer Satisfaction Surveys and Barometers
• Applications in Business Organizations
• Customer Satisfaction and Information Systems.