000 03583nam a22004815i 4500
001 978-1-4419-1640-2
003 DE-He213
005 20140220084506.0
007 cr nn 008mamaa
008 100301s2010 xxu| s |||| 0|eng d
020 _a9781441916402
_9978-1-4419-1640-2
024 7 _a10.1007/978-1-4419-1640-2
_2doi
050 4 _aHF4999.2-6182
050 4 _aHD28-70
072 7 _aKJ
_2bicssc
072 7 _aBUS042000
_2bisacsh
082 0 4 _a650
_223
100 1 _aGrigoroudis, Evangelos.
_eauthor.
245 1 0 _aCustomer Satisfaction Evaluation
_h[electronic resource] :
_bMethods for Measuring and Implementing Service Quality /
_cby Evangelos Grigoroudis, Yannis Siskos.
264 1 _aBoston, MA :
_bSpringer US,
_c2010.
300 _aX, 308p. 129 illus.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
490 1 _aInternational Series in Operations Research & Management Science,
_x0884-8289 ;
_v139
505 0 _aBasic Methodological Approaches -- Other Methodological Approaches -- MUSA: Multicriteria Satisfaction Analysis -- Extensions of the MUSA Method -- Advanced Topics on the MUSA Method -- Customer Satisfaction Surveys and Barometers -- Applications in Business Organizations -- Customer Satisfaction and Information Systems.
520 _aThis important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results. Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction. Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA).
650 0 _aEconomics.
650 0 _aOperations research.
650 1 4 _aEconomics/Management Science.
650 2 4 _aBusiness/Management Science, general.
650 2 4 _aOperations Research/Decision Theory.
650 2 4 _aOperations Research, Mathematical Programming.
700 1 _aSiskos, Yannis.
_eauthor.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9781441916396
830 0 _aInternational Series in Operations Research & Management Science,
_x0884-8289 ;
_v139
856 4 0 _uhttp://dx.doi.org/10.1007/978-1-4419-1640-2
912 _aZDB-2-SBE
999 _c110443
_d110443