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Customer Satisfaction

Books

Superior Customer Satisfaction and Loyalty - Goldstein, Sheldon D. (2009)
The Customer Advocate and The Customer Saboteur - Lowenstein, Michael W. (13-Jul-11)
Establishing a Culture of Patient Safety - Pauley, Judith Ann; Pauley, Joseph F. (07-Jul-11)
Establishing a Culture of Patient Safety - Pauley, Judith Ann; Pauley, Joseph F. (07-Jul-11)
The Customer Advocate and The Customer Saboteur - Lowenstein, Michael W. (08-Jun-11)
Strategic Customer Service - Goodman, John A. (29-Sep-09)

Standards

Articles

Taking the Wheel - Goodman, John (01-Feb-12)
Challenges With Churn - Cuenco, Michael; Shi, Crystal; Padmanabhan, Balaji; Hevner, Alan (29-Nov-11)
Fact or Fiction: Building Personas Helps Capture Voice of the Customer Insight - Murdock, Frank (29-Nov-11)
Consumer Decision-Making Strategies and Use of Hospital Quality Measures - Marquard, Jenna; Duffey, Noah; Lin, Qi Ming; (01-Oct-11)
The Effect of the Work and Physical Environment on Hospital Nurses' Perceptions and Attitudes: Service Quality and Commitment - Janakiraman, Ramkumar; Parish, Janet Turner; Berry, Leonard L.; (01-Oct-11)
Consumer Perceptions of Product Quality Revisited: Made in China - Schniederjans, Marc J.; Cao, Qing; Schniederjans, Dara; Ching Gu, Vicky; (08-Jul-11)

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