00619nam a22001337a 450000500170000002000230001708200170004010000180005724501040007526000330017930000380021250000470025065001880029720260622103646.0  a9780873897433 (hb)  a658.812bHAY  aHayes, Bob E.  aMeasuring customer satisfaction and loyaltyb: survey design, use, and statistical analysis methods  aUSAbASQ Quality Pressc2008  axxiii, 287 p.b: ill.c; 23.5 cm.  aIncludes appendix, bibliography and index   aBusiness ManagementaMarketing ResearchvCustomer SatisfactionvCustomer LoyaltyvSurvey DesignvMarket ResearchvStatistical AnalysisvCustomer Experience (CX)vService QualityvRSBM