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.
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Customer services.
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ISBN |
0538838477 (acid-free paper) : $24.95 |
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9780538838474 (acid-free paper) |
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