資源描述：
《customer satisfaction evaluation methods for measuring and implementing service》由會員上傳分享，免費在線閱讀，更多相關(guān)內(nèi)容在工程資料-天天文庫。
1、EEEInternationalSeriesinOperationsResearch&ManagementScienceSeriesEditor:FredrickS.HillierStanfordUniversitySpecialEditorialConsultant:CamilleC.PriceStephenF.AustinStateUniversityForfurthervolumes:http://www.springer.com/series/6161EvangelosGrigoroudis?YannisSiskosCustomerSatisfactionEvaluationM
2、ethodsforMeasuringandImplementingServiceQuality123EvangelosGrigoroudisYannisSiskosTechnicalUniversityofCreteUniversityofPiraeusDept.ofProductionEngineering&ManagementDept.ofInformaticsUniversityCampus,Kounoupidiana80,Karaoli&Dimitrioustr.73100Chania,Greece18534Pireaus,Greecevangelis@ergasya.tuc.
3、grysiskos@unipi.grISSN0884-8289ISBN978-1-4419-1639-6e-ISBN978-1-4419-1640-2DOI10.1007/978-1-4419-1640-2SpringerNewYorkDordrechtHeidelbergLondonLibraryofCongressControlNumber:2009939837?SpringerScience+BusinessMedia,LLC2010Allrightsreserved.Thisworkmaynotbetranslatedorcopiedinwholeorinpartwithout
4、thewrittenpermissionofthepublisher(SpringerScience+BusinessMedia,LLC,233SpringStreet,NewYork,NY10013,USA),exceptforbriefexcerptsinconnectionwithreviewsorscholarlyanalysis.Useinconnectionwithanyformofinformationstorageandretrieval,electronicadaptation,computersoftware,orbysimilarordissimilarmetho
5、dologynowknownorhereafterdevelopedisforbidden.Theuseinthispublicationoftradenames,trademarks,servicemarks,andsimilarterms,eveniftheyarenotidentifiedassuch,isnottobetakenasanexpressionofopinionastowhetherornottheyaresubjecttoproprietaryrights.Printedonacid-freepaperSpringerispartofSpringerScience
6、+BusinessMedia(www.springer.com)PrefaceThecustomerorientationphilosophyofmodernbusinessorganizationsandtheimplementationofthemainprinciplesofcontinuousimprovement,justifiestheimportanceofevaluatingandanalyzingcustomersatisfaction.Infact,customersatisfactionisconsideredtodayasabaselinestandardofp
7、erformanceandapossi-blestandardofexcellenceforanybusinessorganization.Extensiveresearchhasdefinedseveralalternativeapproaches,whichexaminethecustomersatisfactionevaluationproblemfromverydifferentperspectives.Theseapproachesi
