Cook, Sarah, 1955-
Measuring customer service effectiveness / Sarah Cook. - Aldershot, Hants, England ; Burlington, VT : Gower, c2004. - viii, 160 p. : ill. ; 25 cm.
Includes bibliographical references (p. [153]-155) and index.
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.
0566085380 (alk. paper)
2004007805
Customer services--Quality control.
Customer services--Evaluation.
Customer services--Management.
HF5415.5 / .C6636 2004
658.8/12
Measuring customer service effectiveness / Sarah Cook. - Aldershot, Hants, England ; Burlington, VT : Gower, c2004. - viii, 160 p. : ill. ; 25 cm.
Includes bibliographical references (p. [153]-155) and index.
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results.
0566085380 (alk. paper)
2004007805
Customer services--Quality control.
Customer services--Evaluation.
Customer services--Management.
HF5415.5 / .C6636 2004
658.8/12