TY  - BOOK
AU  - Hayes, Bob E.
TI  - Measuring customer satisfaction and loyalty: : survey design, use, and statistical analysis methods
SN  - 9780873897433 (hb)
U1  - 658.812 
PY  - 2008///
CY  - USA
PB  - ASQ Quality Press
KW  - Business Management
KW  - Marketing Research
KW  - Customer Satisfaction
KW  - Customer Loyalty
KW  - Survey Design
KW  - Market Research
KW  - Statistical Analysis
KW  - Customer Experience (CX)
KW  - Service Quality
KW  - RSBM
N1  - Includes appendix, bibliography and index
ER  -