Measuring customer satisfaction : hot buttons and other measurement issues /

Measuring customer satisfaction : hot buttons and other measurement issues / James H. Myers.

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Bibliographic Details
Main Author:	Myers, James H.
Format:	Book
Language:	English
Published:	Chicago, Ill. : American Marketing Association, [1999]
Subjects:	Consumer satisfaction > United States > Evaluation.

Table of Contents:

1. Origins and current status
2. Developing customer satisfaction surveys
3. Direct methods of measuring attribute importance
4. Indirect methods of measuring attribute importance: Regression-based
5. Other indirect methods of measuring attribute importance
6. Comparisons among methods
7. Characteristics of good performance rating scales
8. Using comparison standards
9. Other measurement issues
10. Constructing a customer satisfaction index
11. Designing and administering the customer satisfaction program.