TY  - ADVS
AU  - Dutka,Alan F.
TI  - The voice of the customer
T2  - Improving the customer experience : satisfaction, perceived value and loyalty
PY  - 2008///
CY  - London
PB  - Henry Stewart Talks
KW  - Consumer behavior
KW  - Consumer satisfaction
KW  - Consumers' preferences
KW  - Customer loyalty
N1  - Animated audio-visual presentations with synchronized narration; Title from title frames; Contents: Listening to customers is the primary method for measuring and tracking satisfaction -- Wide variety of techniques used to gather and analyze this information -- Sample development -- Questionnaire design -- Administration -- Analysis and interpretation of results -- How to avoid mistakes and pitfalls; Access restricted to subscribers
UR  - http://hstalks.com/lib.php?t=HST50.1749&c=250
UR  - http://hstalks.com/lib.php?t=HST50&c=250
ER  -