Customer Satisfaction Evaluation

This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

First book to present a comprehensive discussion of the customer satisfaction evaluation problem Presents state-of-the-art breakthroughs in customer satisfaction analysis Introduces MUSA (MUlticriteria Satisfaction Analysis) a multicriteria method for measuring and analyzing customer satisfaction Includes supplementary material: sn.pub/extras

Contenu
Basic Methodological Approaches.- Other Methodological Approaches.- MUSA: Multicriteria Satisfaction Analysis.- Extensions of the MUSA Method.- Advanced Topics on the MUSA Method.- Customer Satisfaction Surveys and Barometers.- Applications in Business Organizations.- Customer Satisfaction and Information Systems.