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OLS Field Name OLS Field Data
Main Title Developing customer service targets by assessing customer perspectives
Author Rambo, Eric.
Other Authors
Author Title of a Work
Baumgartner, Robert.
Koenig, Carrie.
Publisher Awwa Research Foundation,
Year Published 2004
Report Number AWWARF 90988F
OCLC Number 55881622
Subjects Water utilities--Customer services--Evaluation
Holdings
Library Call Number Additional Info Location Last
Modified
Checkout
Status
ELBM  HD4461.R35 2004 AWBERC Library/Cincinnati,OH 11/26/2004
ENAM  HD 4461.R35 2004 Region 7 IRC Library/Kansas City,KS 09/03/2004 DISPERSAL
Collation xxii, 161 p. : ill. ; 28 cm.
Notes
Includes bibliographical references (p. 159-160).
Contents Notes
1. Introduction -- 2. A method for conducting customer satisfaction research -- 3. The findings -- 4. Limitations and applications of the method -- 5. Recommendations to utilities -- Appendix A. Using the focus groups for customer satisfaction research -- Appendix B. Focus group question guide -- Appendix C. Service trade-off exercises for focus groups -- Appendix D. Customer satisfaction survey -- Appendix E. Cost exercise worksheets -- References -- Abbreviations.