Format:
XIII, 218 S.
,
graph. Darst.
Edition:
3. ed.
ISBN:
9780838913086
Note:
Includes bibliographical references and index
,
Understanding ends and meansA look in the library mirror -- Your mission, should you choose to accept it -- Measuring and evaluating the components of high quality service -- What can go wrong with numbers? -- Different ways of listening to customers -- Managing the three Cs (comments, complaints, and compliments) -- Listening through surveys -- Listening through focus group interviews -- Customer-related metrics and requirements -- Satisfaction and service quality : separate but intertwined -- Interpreting findings to improve customer service -- Embracing change-continuous improvement.
Language:
English
Keywords:
Bibliothek
;
Benutzung
;
Dienstleistungsangebot
;
Qualitätsmanagement
;
Umfrage
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