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Customer Satisfaction Surveys
Article Index
Customer Satisfaction Surveys
Expert Opinion
Research Data
Measure and Evaluate
Example Cases
Summary
References

References

Anonymous, (1988), Use customer surveys as market research tools, The Community Bank President, Vol 8, No 3, p 4, Storm Lake.

Anonymous, (2003), PFP news briefs, IOMA's Pay for Performance Report, Vol 3, Iss 3, p 8, New York

Bailey, C., (2002), Examine ways to maximize surveys, Marketing News, Vol 36, Iss 22, p 46, American Marketing Association, Chicago

Brown, M.G., (2000, Mar/Apr), And the survey says...customer behavior can't always be predicted, The Journal for Quality and Participation, Vol. 23 Iss 2, pp 30-32, Association for Quality and Participation, Cincinnati

Cole, J.S. and Walker, M., (2001), Getting the most from your customer survey process, Quality Congress, pp 687-696, American Society for Quality, Milwaukee

Crosby, L.A. and Johnson, S.L., (2002), Managing the future, Marketing Management, Vol 11, Iss 6, pp 10-11, American Marketing Association, Chicago

Curasi, C.F., (2001), A critical exploration of face-to-face Interviewing vs. computer-mediated interviewing, International Journal of Market Research, Vol 43, Iss 4. pp 361-375, Henley-on-Thames

Frigo, M.L., (2003), What's missing in our strategic plans?, Strategic Finance, Vol 84, Iss 11, pp 12-13, Institute of Management Accountants, Montvale

HLP Development SA, (2004), Development of a european satisfaction index system, www.hlpdeveloppement.fr, HLP Development SA, Paris

Katcher, B.L., (2003), Make more strategies use of customer satisfaction surveys, The Journal of Business Strategy, Vol 24, Iss 1, pp 34-37, MCB UP Limited, Boston

Kaye.M. and Anderson.R., (1999), Continuous improvement: the ten essential criteria, International Journal of Quality & Reliability Management; Vol 16 Iss 5; pp 485-509, MCB, Bradford.

Lammers, T., (1992), The smart customer survey. Inc, November, Vol 14, No 11, p 133, Boston.

Leonard, K.J. and Wilson, D., (2001), Olga Malott, Measures of quality in long-term care facilities, Leadership in Health Services, Vol 14 No 2, pp 1-8

Mitchell, P., (2003), How to find out what your customers want, Agency Sales, Vol 33, Iss 1, pp 40-41, Manufacturers' Agents National Association, Irvine

Swaddling, D.C. and Miller, C., (2002, May), Don't measure customer satisfaction, Quality Progress, Vol. 35 Iss 5, pp 62-67, ASQ, Milwaukee

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