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Measuring customer satisfaction survey design, use and statistical analysis methods
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HAYES
Published 1997
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The consultant's big book of reproducible surveys and questionnaires 50 instruments to help you assess clients' problems
Published 2003
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Customer satisfaction toolkit for ISO 9001:2000
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Kessler
Published 2003
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Questionnaire design and attitude measurement
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Oppenheim
Published 1968
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