TY  - GEN
AU  - COOK SARAH
TI  - MEASURING CUSTOMER EFFECTIVENESS
SN  - 978-0566085383
U1  - 658.812 
PY  - 2004///
CY  - ENGLAND
PB  - GOWER
KW  - CUSTOMER SERVICE
KW  - QUALITY CONTROL
KW  - MANAGEMENT
KW  - EVALUATION
N1  - The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results
N2  -  The Business Case for Measurement; Return on investment in customer service; Measurement and service strategy; What to measure; Timing your measurement; Assess your current approach to customer service measurement; 2
ER  -