Hayes, Bob E. <br/><br/>
Measuring customer satisfaction and loyalty  : survey design, use, and statistical analysis methods 

 - USA  ASQ Quality Press  2008 
 - xxiii, 287 p.  : ill.  ; 23.5 cm. 
<br/><br/> Includes appendix, bibliography and index  
<br/><br/><label>ISBN: </label>9780873897433 (hb) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Business Management<br/>Marketing Research--Customer Satisfaction--Customer Loyalty--Survey Design--Market Research--Statistical Analysis--Customer Experience (CX)--Service Quality--RSBM
<br/><br/><label>Dewey Class. No.: </label>658.812  / HAY