customer satisfaction evaluation methods for measuring and implementing service

customer satisfaction evaluation methods for measuring and implementing service

ID:7266791

大?。?.59 MB

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時(shí)間:2018-02-09

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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

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