Customer Satisfaction Research Management (English)

b' Successful organizations have shifted from being product-based organizations to\ncustomer-based organizations, and customer satisfaction management (CSM) is an\nintegral aspect of this new way of thinking. Successfully measuring customer\nsatisfaction can be complicated and very detailed, requiring a great deal of in\ndepth research and analysis. Customer Satisfaction Research Management is\nintended for advanced service quality managers and marketing researchers\ninvolved in the management of customer satisfaction programs. This is the third\nbook in a series by author Derek Allen, focusing on customer satisfaction\nmeasurement, analysis, and implementation. Allen begins with the assumption that\nthe reader has at least a minimal familiarity with the psychometric aspects of\ncustomer satisfaction '