Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality

by Evangelos Grigoroudis, Yannis Siskos

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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...more

Hardcover, 313 pages

Published November 24th 2009 by Springer

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