Proposed verification method for the content suitability of the customer satisfaction survey
暂无分享,去创建一个
[1] Leigh Drake,et al. The use of data envelopment analysis to monitor hotel productivity , 1997 .
[2] M. Broadbent. Measuring business performance , 1999 .
[3] Kongkiti Phusavat,et al. Competitive priorities of manufacturing firms in Thailand , 2007, Ind. Manag. Data Syst..
[4] Steven D. Jones,et al. Measuring team performance : a step-by-step, customizable approach for managers, facilitators, and team leaders , 2000 .
[5] D. S. Sink,et al. Planning and Measurement in Your Organization of the Future , 1989 .
[6] Kenneth W. Green,et al. Developing optimism to improve performance: an approach for the manufacturing sector , 2004, Ind. Manag. Data Syst..
[7] Steve Thornton,et al. A novel and accurate guide to customer satisfaction , 2005 .
[8] Dayr Reis,et al. Customer satisfaction: the historical perspective , 2003 .
[9] Petri T. Helo,et al. Managing agility and productivity in the electronics industry , 2004, Ind. Manag. Data Syst..
[10] Robert V. Brill,et al. Applied Statistics and Probability for Engineers , 2004, Technometrics.
[11] Ingrid Fecikova,et al. An index method for measurement of customer satisfaction , 2004 .
[12] Michael Martin,et al. Productivity engineering and management : Sumanth, David J., New York: McGraw-Hill, 1984 , 1986 .
[13] Jeong Yong Ahn,et al. On the design concepts for CRM system , 2003, Ind. Manag. Data Syst..
[14] S. C. Lenny Koh,et al. Identifying the range of customer listening tools: a logical pre-cursor to CRM? , 2007, Ind. Manag. Data Syst..
[15] Elizabeth A. Peck,et al. Introduction to Linear Regression Analysis , 2001 .
[16] Mark Pagell,et al. Measurement issues in empirical research: improving measures of operations strategy and advanced manufacturing technology , 2000 .
[17] Douglas C. Montgomery,et al. Applied Statistics and Probability for Engineers, Third edition , 1994 .
[18] Slavko Dolinsek,et al. Implementation of the ISO 9001: from QMS to business model , 2006, Ind. Manag. Data Syst..
[19] Victor R. Prybutok,et al. Malcolm Baldrige National Quality Award leadership model , 2004, Ind. Manag. Data Syst..
[20] David J. Sumanth,et al. Productivity Engineering and Management , 1985 .
[21] Sang M. Lee,et al. ASP system utilization: customer satisfaction and user performance , 2007, Ind. Manag. Data Syst..
[22] R. Hallowell. The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study , 1996 .
[23] Josu Takala,et al. Global manufacturing strategies require "dynamic engineers"?: Case study in Finnish industries , 2007, Ind. Manag. Data Syst..
[24] John E. Shelton. People's Republic of China , 1973 .
[25] R. H. Myers. Classical and modern regression with applications , 1986 .
[26] Chris Taylor. The case for customer satisfaction , 1995 .
[27] J. Bowen,et al. The relationship between customer loyalty and customer satisfaction , 2001 .
[28] Ali Turkyilmaz,et al. Development of a customer satisfaction index model: An application to the Turkish mobile phone sector , 2007, Ind. Manag. Data Syst..
[29] D. Scott Sink,et al. Productivity management : planning, measurement and evaluation, control, and improvement , 1985 .
[30] Stefan Bojnec,et al. Determinants of firm exit in Slovenian manufacturing , 2007, Ind. Manag. Data Syst..