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Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods /

Hayes, Bob E., 1963-

Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods / Bob E. Hayes - 3rd ed. - Milwaukee, Wis. : ASQ Quality Press, 2008 - xxiii, 287 p. : ill. ; 24 cm.

Includes bibliographical references (p. 275-280) and index

ISBN: 9780873897433 RM170.66 0873897439

LCCN: 2008-020729

Subjects--Topical Terms:
Consumer satisfaction--Statistical methods
Questionnaires

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Measuring customer satisfaction and loyalty : survey design, use, and statistical analysis methods /

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