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Listening to the customer /

紀錄類型:	書目-語言資料,印刷品 : 單行本
正題名/作者:	Listening to the customer // Peter Hernon and Joseph R. Matthews.
作者:	Hernon, Peter.
其他作者:	Matthews, Joseph R.
出版者:	Santa Barbara, Calif. :Libraries Unlimited,c2011.
面頁冊數:	xiii, 201 p. :ill. ;26 cm.
標題:	Consumer satisfaction - Evaluation. -
ISBN:	1598847996 (pbk. : acid-free paper)
ISBN:	1598848003 (ebook)
ISBN:	9781598847994 (pbk. : acid-free paper) :
ISBN:	9781598848007 (ebook)

Listening to the customer /
Hernon, Peter.

Listening to the customer /Peter Hernon and Joseph R. Matthews. - Santa Barbara, Calif. :Libraries Unlimited,c2011. - xiii, 201 p. :ill. ;26 cm.

Includes bibliographical references and index.

Listening to and valuing customer comments -- Obtaining staff buy-in -- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data -- Methodologies (unstructured and solicited approaches) and the presentation of data collected -- Methodologies (structured but not always solicited approaches) and analyzing study findings -- Methodologies (unstructured and unsolicited approaches) -- I was once lost but now ? -- Analyzing and using the customer’s voice to improve service -- Communication -- Valuing library customers.

ISBN: 1598847996 (pbk. : acid-free paper)

LCCN: 2011002763Subjects--Topical Terms:

163172
Consumer satisfaction
--Evaluation.

LC Class. No.: Z678.85 / .H475 2011

Dewey Class. No.: 025.10973

Listening to the customer /
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504 $a Includes bibliographical references and index.
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700 1 $a Matthews, Joseph R. $3 160673