| Description |
xv, 279 pages : illustrations ; 24 cm |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Ch. 1. Complacency -- Ch. 2. The Customer Value Triad -- Ch. 3. The Quality Imperative -- Ch. 4. The Service Imperative -- Ch. 5. Value-based Pricing -- Ch. 6. The High Cost of Low Value -- Ch. 7. A Customer Satisfaction Program -- Ch. 8. Getting Close to the Customer -- Ch. 9. Supplier Partnering -- Ch. 10. Cooking Frogs, Charles Darwin, and Kaizen -- Appendix A: A Baldrige-based Self-Diagnostic Questionnaire -- Appendix B: Supplier Partnership Diagnostic Questionnaire -- Appendix C: How to Design a Customer Satisfaction Measurement Program. |
| Subject |
Consumer satisfaction.
|
|
Customer services.
|
| ISBN |
0538838477 (acid-free paper) : $24.95 |
|
9780538838474 (acid-free paper) |
|
