This revised bestseller presents detailed information about how to construct, evaluate, and use questionnaires. New to the second edition is a chapter that includes different methods of sampling and determining an appropriate sample size for reliable results. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. Other topics include guidelines for developing questionnaires, scale development, and concept of quality, frequencies, sampling error, and two methods of dertmining important service or product characteristics as perceived by the customer. 

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