We noticed you’re not on the correct regional site. Switch to our AMERICAS site for the best experience.
  • ASQ H1292-2007

    Current The latest, up-to-date edition.
    Add to Watchlist
    This Standard has been added successfully to your Watchlist.
    Please visit My Watchlist to see all standards that you are watching.
    Please log in or to add this standard to your Watchlist.
    We could not add this standard to your Watchlist.
    Please retry or contact support for assistance.
    You need to be logged in to add this standard to your Watchlist.
    Please log in now or create an account to add.
    You already added this Product in the Watchlist.

    Managing the Customer Experience: A Measurement-Based Approach

    Available format(s):  Hardcopy

    Language(s):  English

    Published date:  01-01-2007

    Publisher:  American Society of Quality Control

    Add to Watchlist

    Add To Cart

    Abstract - (Show below) - (Hide below)

    Companies conduct customer loyalty research programs all the time. But nearly all fall short of their intended purpose and brand image is either not addressed as well as it could be or not at all. The research program often ends with the study's sponsors not knowing if they can use the results or how. This book begins with an explanation of the interrelationship between brand image, customer emotions evoked by contact with service employees, and the shopping environment. It then identifies what information is needed to manage the customer experience, and how it can be obtained. The discussion then moves to analysis and reporting of data: the information needed by each level of management, and how the data from the studies can produce it. The book concludes with a discussion of management decision tools and the measurement of the strength of influence of factors and attributes.
    Author: Morris Wilburn.

    General Product Information - (Show below) - (Hide below)

    Document Type Misc Product
    Publisher American Society of Quality Control
    Status Current
    • Access your standards online with a subscription

      Features

      • Simple online access to standards, technical information and regulations
      • Critical updates of standards and customisable alerts and notifications
      • Multi - user online standards collection: secure, flexibile and cost effective