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OverviewThe customer orientation philosophy of modern business organizations and the implementation of the main principles of continuous improvement, justifies the importance of evaluating and analyzing cust omer satisfaction. In fact, customer satisfaction isconsidere d today as a baseline standard of performance and a possi ble standardo f excellence forany business organization. Extensive research has defined several alternative approaches, which examine the customer satisfaction evaluation prob lem from very different perspectives. These approaches include simple quantitative tools, statistical and data analysis techniques, consumer behavioral models, etc. and adopt the following main prin ciples: * The data of the problem are based on th e customers' judgments and are directly collected from them. * This is a multivariate evaluation problem given that customer's overall satisfac tion depends on a setof variables representing product/service characteristic dimensions. * Usually, an additive formula is used in order to aggregate partial evaluations in ano verall satisfaction measure. Many of the aforementioned approaches don ot consider the qualitative form of customers' judgments, although this information constitutes the main satisfaction input data. Furthermore, insev eral cases , the measurements are not sufficient enough to analyze in detail customer sa tisfaction because models' results are mainly focused on a simple descriptive analysis. Full Product DetailsAuthor: Evangelos Grigoroudis , Yannis SiskosPublisher: Springer-Verlag New York Inc. Imprint: Springer-Verlag New York Inc. Edition: 2010 ed. Volume: 139 Dimensions: Width: 15.50cm , Height: 1.90cm , Length: 23.50cm Weight: 1.400kg ISBN: 9781441916396ISBN 10: 1441916393 Pages: 308 Publication Date: 24 November 2009 Audience: Professional and scholarly , Professional & Vocational Format: Hardback Publisher's Status: Active Availability: Awaiting stock  The supplier is currently out of stock of this item. It will be ordered for you and placed on backorder. Once it does come back in stock, we will ship it out for you. Table of ContentsBasic 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.ReviewsAuthor InformationTab Content 6Author Website:Countries AvailableAll regions |
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