Hayes, Bob E.,  1963- <br/><br/>
Measuring customer satisfaction and loyalty :  survey design, use, and statistical analysis methods / 
Bob E. Hayes 
 - 3rd ed. 
 - Milwaukee, Wis. :  ASQ Quality Press,  2008 
 - xxiii, 287 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 275-280) and index 
<br/><br/><label>ISBN: </label>9780873897433  RM170.66 0873897439 
<br/><br/><label>LCCN: </label>2008-020729 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction--Statistical methods<br/>Questionnaires