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Customer Satisfaction Evaluation (Record no. 25276)

000 -LEADER
fixed length control field 03395nam a22004455i 4500
003 - CONTROL NUMBER IDENTIFIER
control field OSt
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20140310152704.0
007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION
fixed length control field cr nn 008mamaa
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 100301s2010 xxu| s |||| 0|eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781441916402
978-1-4419-1640-2
050 #4 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF4999.2-6182
Classification number HD28-70
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 650
Edition number 23
264 #1 -
-- Boston, MA :
-- Springer US,
-- 2010.
912 ## -
-- ZDB-2-SBE
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Grigoroudis, Evangelos.
Relator term author.
245 10 - IMMEDIATE SOURCE OF ACQUISITION NOTE
Title Customer Satisfaction Evaluation
Medium [electronic resource] :
Remainder of title Methods for Measuring and Implementing Service Quality /
Statement of responsibility, etc by Evangelos Grigoroudis, Yannis Siskos.
300 ## - PHYSICAL DESCRIPTION
Extent X, 308p. 129 illus.
Other physical details online resource.
440 1# - SERIES STATEMENT/ADDED ENTRY--TITLE
Title International Series in Operations Research & Management Science,
International Standard Serial Number 0884-8289 ;
Volume number/sequential designation 139
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note 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.
520 ## - SUMMARY, ETC.
Summary, etc This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem by presenting an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA (MUlticriteria Satisfaction Analysis). The chief objective of MUSA is the development of a model able to evaluate the level of customer satisfaction both globally and partially for each of the characteristics or attributes of the product or service being considered. Furthermore, the method aims at providing an integrated set of results capable of analyzing customer needs and expectations and to justify their satisfaction level. And finally, the book examines the development of a decision support tool to help understand and apply results. Individual chapters consider the customer satisfaction problem, presenting the various quantitative and related consumer behavioral models; quality-based approaches; the MUSA method and its extensions and advanced topics; customer satisfaction surveys and barometers; applications of the MUSA method in real-world customer satisfaction surveys; and different information technology approaches related to customer satisfaction. Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality is intended for researchers and practitioners in marketing, quality management, service management, and anyone interested in applications of Multicriteria Decision Analysis (MCDA).
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name as entry element Economics.
Topical term or geographic name as entry element Operations research.
Topical term or geographic name as entry element Economics/Management Science.
Topical term or geographic name as entry element Business/Management Science, general.
Topical term or geographic name as entry element Operations Research/Decision Theory.
Topical term or geographic name as entry element Operations Research, Mathematical Programming.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Siskos, Yannis.
Relator term author.
710 2# - ADDED ENTRY--CORPORATE NAME
Corporate name or jurisdiction name as entry element SpringerLink (Online service)
773 0# - HOST ITEM ENTRY
Title Springer eBooks
776 08 - ADDITIONAL PHYSICAL FORM ENTRY
Display text Printed edition:
International Standard Book Number 9781441916396
856 40 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier http://dx.doi.org/10.1007/978-1-4419-1640-2
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Item type E-Book
Copies
Price effective from Permanent location Date last seen Not for loan Date acquired Source of classification or shelving scheme Koha item type Damaged status Lost status Withdrawn status Current location Full call number
2014-04-10AUM Main Library2014-04-10 2014-04-10 E-Book   AUM Main Library650
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