This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologi

Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and l

Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about ho

This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways librari

"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct q