AMA Handbook for Customer Satisfaction

Robert B. Woodruff · Alan F. Dutka

89 citations0/0 files storedJournal of Marketing Research

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Customer Service Quality and Loyalty Patient Satisfaction in Healthcare Customer churn and segmentation

Abstract

Unlock the secrets to planning and implementing a comprehensive customer satisfaction program with this easy-to-apply introduction to the principles of customer satisfaction research. Step-by-step guidelines and dozens of examples from Burger King, Baxter Healthcare Corporation, and more.

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References

1989Information Processing from Advertisements: Toward an Integrative Framework 1991Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery 1992Measuring Customer Satisfaction: Development and Use of Questionnaires

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