Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues

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A useful primer

Measuring Customer Satisfaction: Hot Buttons and Other Measurement Issues
James H. Myers
Manufacturer: South-Western Educational Pub
ProductGroup: Book
Binding: Hardcover

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Measuring Customer Satisfaction: Development and Use of Questionnaires

Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System

Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs

ASIN: 0877572763

Book Description

To be competitive in today's markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you'll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today's customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.

Customer Reviews:

A useful primer.......2002-07-15

Measuring customer satisfaction (or at least doing it well) is more complicated than it seems, and this book provides a good overview of the many issues that need to be considered. The book would be great background reading for anyone thinking of implementing a customer satisfaction measurement system. Experienced researchers won't find a lot that's new, but may benefit from the review of familiar approaches and by becoming reacquainted with some less frequently used techniques.

Book Description

Recorded history is a finely-woven magic fabric of intricate lies about events predating the sixteenth century. There is not a single piece of evidence that can be reliably and independently traced back earlier than the eleventh century. This book details events that are substantiated by hard facts and logic, and validated by new astronomical research and statistical analysis of ancient sources.

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Calculations are only as good as your numbers.......2007-08-03

Yes, we can all agree that mainstream history is nearly 100% BS due to politics, economics, ego, problems with dating techniques, and various conspiracies. Agreed. But, I've been researching the distinct possibility that human history (in terms of civilizations) are much more ancient than we've been told, so coming across this book was very interesting to me. I wondered how Fomenko could be wrong (if at all) because he is very persuasive in his presentations. Then it dawned on me. If at previous times in prehistory, due to the various catastrophies that are well documented (comets, asteroids, planetary disruptions, plasma discharge, pole reversals, etc) the Earth was in a different position in relation to the sun, different tilt on its axis, different orbit, different rotation (in terms of velocity and DIRECTION), and the continents were in different positions, then would this not cause the ancients to see the sky (constellations) differently? In other words, is Fomenko making erronious assumptions about the physics of the Earth in pre-history, which then corrupt his data with regards to dating the relevant astrology? The last event to seriously disrupt our planet occured roughly 3500 years ago, according to other good researchers, so is it possible Fomenko has been confused by this? The vastly different physics of our planet in the not so distant past may explain this confusion, which is not to say the "mainstream" version of history is correct; on the contrary. I am not an expert in these fields, but wanted to see if this idea could spark discussion.

Pants on fire?.......2007-07-19

Will people ever read before spamming? Yes, Jesuits could not rewrite world history alone, they had help. Anyway, Dr Prof Acad A.Fomenko does not point to jesuits as the driving force of world wide history manipulation in published volumes 1,2,3;, actually he barely mentions the poor devils. Check it with 'Search inside' feature, please. China is rarely mentioned either, in fact, Dr Fomenko is completely eurocentric. Right, his theory contradicts all mainstream schools of history, because in their actual state they are all built on blatantly erroneus chronology. You don't need a mysterious cabal (conspiracy) to falsify history, the falsification is its modus operandi. It is inherent to history(ians) to falsify (distort) events, as it is inherent to humans to boast as it is inherent to power (authority) to legimize itself by referrring to glorious past made to its own order. Dr Prof Fomenko and team have identified scores of instances of such manipulation in Russian, European, etc.. history, and delivered valid statistical proof thereof. His own 'reconstruction' is completely another story. Forget c14 as a valid method of dating. W.Libby has initially discovered a brilliant method of INDEPENDENT dating. Too bad, c14 method has become a joke after a forced marrige with dendrochronology with consensual chronological scale inbuilt. Radiocarbon method can't stand blind tests, but is so very productive as a rubberstamp.

Accepted History & Chronology Must Be Changed. .......2007-04-09

There is no doubt that history as most know it is a sham, & institution's version of History both University & Church is fradulent & inaccurate. Everything was established with an agenda, The real "Dark Ages" are now when we have access to incredible amounts of information past authorities & more important 'common folk' didn't have but our institutions & educators are slow to evolve because of what has ignorantly & arrogantly been taught for too long. This is on many subjects not just Chronology.

For anyone to question "Why would a Mathematician have anything credible to say of History?" The answer is from Dr. Fomenko's preface in the book: "It would be worthwhile to remind the reader that in the XVI-XVII century Chronology was considered to be a subdivision of Mathematics." These volumes could possibly be some of the most important works to date & should be read by everyone with an interest in History, especially professors & educators who have a duty to the public. I have read both books & must say that 'Chronology 1' has some very eye opening & revolutionary information. Even if these volumes are part true the implications are profound & opens the doors to further investigations & questions which must be done. I speak several different lanquages & must say the logic Dr. Fomenko uses with "inflection" of words & words being read from left to right in one region & right to left in another then written backwards, the removal of vowels & get down to basics of words, or different cities & locations having the same name etc. is correct. Vowel usage has always been optional & varied, actually complicating linquistics & study. The first thing one has to understand is that words never had a fixed spelling in history like we do now, the spelling of words was mutable & regional, as well as names & titles of people were vast, varied & changed, NOTHING WAS FIXED or understood linear. Matters of Life & Death as well as financial profiteering yesterday & today were & are made with ignorant, illogical & conspiratorial views of history & reality, it's time people get closer to the Truth & society collectively grow up.

Very Interesting.......2007-03-07

It is a good proposal and I believe it will mature into something even better in the future. I think it deserves to be read.

History as Science Fiction.......2007-01-10

Anatoly Fomenko has written a very intriguing book, full of pictures, charts, and computer 'proof' of his thesis: backwards of AD900 we don't really know what happened or when. Between AD900 and AD1600 there is more certainty, but there is still a lot of fuzzy ground, and things don't get reliable until we get past the 1600's where the printing press made it very difficult for the perpetrators of this timeline manipulation to change anything that had been committed to print. The Dark Ages did not happen. Books were burned for a reason. One organization has doubled the actual length of its existence by expanding the real chronology. Read why.

I had always wondered why Christ died about AD33 and yet men waited until the 11th century to form the Knights Templar, the Cathars, etc and go after the Holy Land by force. Why the 1000 year gap? Turns out there wasn't more than a 10-12 year gap and he proves it using astronomy. This also implies that the planet is not as old as we have been told, and current Christian and other creationist scientists are already championing that idea without being aware of Fomenko's book. The two groups, creationist scientists and the Russian mathematical analysts corroborate each other. Fascinating.

Of course, all this flies in the face of what we have been told traditionally is the 'proper' chronology of western civilization, and most readers will experience 'cognitive dissonance' in reading this book. It means that our history going backwards from AD1600 becomes progressively more incorrect and unreliable until it cannot be trusted at all... in the space of 700-800 years.

Naturally, the curious, open-minded reader will want to know WHO did this, WHY, and did any of the events we think of as really ancient ever happen?
Dr. Fomenko is a respected scientist/mathematician at Moscow State University who has already answered these questions to the satisfaction of his initially skeptical colleagues. Most of them are now believers, a few still refuse to believe (the usual diehards), and of course the western press has ignored Fomenko's work -- for obvious reasons when you read the book. The ones who perpetrated this chronology ruse have a lot to answer for. They are still with us. That's why this book is a well-kept secret.

I gave the book a 4-star rating because I was unable to check out some of his claims; those I checked were as he said. But if even 1/3 of his claims are true, this punches a big hole in what we think is our history, the meaning of western civilization, our educational process (for repeating the ruse as gospel), and the trustworthiness of the organization that perpetrated this ruse, well-intentioned or not.

This book relates to current research into a Young Earth paradigm, to John Keel's discoveries about our planet, and Fr Malachi Martin's insights (in his now out-of-print books). We are indeed sheep who are manipulated and kept ignorant -- for a reason. While knowing what these men have to say may be the "booby prize" (as in: 'what can you do with this knowledge?'), it will provide interesting reading. Didn't someone say: "...and the Truth will set you free."?? For you to judge if this book contains the truth.

The Postwar Japanese System: Cultural Economy and Economic Transformation

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The Postwar Japanese System: Cultural Economy and Economic Transformation
William K. Tabb
Manufacturer: Oxford University Press, USA
ProductGroup: Book
Binding: Paperback

Economic Conditions | Economics | Business & Investing | Subjects | Books

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ASIN: 0195089502

Book Description

While other industrialized and developing countries look towards Japan as an economic model, the political, cultural, and social arrangements that have so far allowed Japan to succeed are eroding. In particular, Japan faces a system of industrial relations that places great strain on all of Japanese society. In The Postwar Japanese System, William Tabb distinguishes between those aspects of Japanese success that can and cannot be transferred successfully to help in the revitalization of the American economy. The author discusses Japanese economic history from before the Meiji Restoration to the present, and looks at Japanese politics, state-corporate relations, the labor relations system in Japan and the nature of work as experienced by Japanese employees. He examines the organization of the Japanese corporation versus the American corporation, industrial policy, education, urban and regional reorganization, and Japan's role in the world today (and tomorrow). And, Tabb thoughtfully explores the fundamental social, political, and economic transitions the Japanese are currently experiencing. The Postwar Japanese System succeeds in placing the economic "miracle" in its proper social and political framework. A broad, intelligent overview of the Japanese political economy, the book suggests important implications for the United States in the story of Japan's prosperity and current distress. It will be a key resource for all those interested in Japanese society.

Language Regimes in Transformation: Future Prospects for German and Japanese in Science, Economy, and Politics (Contributions to the Sociology of Language ... (Contributions to the Sociology of Language)

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Language Regimes in Transformation: Future Prospects for German and Japanese in Science, Economy, and Politics (Contributions to the Sociology of Language ... (Contributions to the Sociology of Language)

Manufacturer: Mouton De Gruyter
ProductGroup: Book
Binding: Hardcover

Linguistics | Words & Language | Reference | Subjects | Books

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ASIN: 311019158X

Product Description

Globalization has many faces. One of them is the transformation of language regimes. This book provides an in-depth account of how two second-tier languages, Japanese and German, are affected by this process. In the international arena, they no longer compete with English, but their status in their home countries and as foreign languages in third countries is in flux. Original empirical and theoretical contributions are presented in this up-to-date study of language regime change. The desirability of a single all-purpose language for all communication needs is seldom questioned. It is simply taken for granted in many advanced countries, such as Japan and the German-speaking countries. However, it is not clear whether German and Japanese can sustain their full functional potential if their own speakers use these languages in certain domains with decreasing frequency. The advantages of borderless communication in a single language, on one hand, and maintaining highly cultivated all-purpose languages, on the other, are obvious. The question of whether and how these two principles can be reconciled in the age of globalization is not. In this book, leading scholars present their answers: Ulrich Ammon, Tessa Carroll, Nanette Gottlieb, Patrick Heinrich, Takao Katsuragi, John Maher, Kiyoshi Hara, Elmar Holenstein, Konrad Ehlich, Fumio Inoue, and Florian Coulmas.

The Ministry of Finance: Bureaucratic Practices and the Transformation of the Japanese Economy

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The Ministry of Finance: Bureaucratic Practices and the Tran

The Ministry of Finance: Bureaucratic Practices and the Transformation of the Japanese Economy
J. Robert Brown
Manufacturer: Quorum Books
ProductGroup: Book
Binding: Hardcover

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ASIN: 1567202306

Book Description

Japan's economy, once the envy of the world, has recently experienced a period of malaise and stagnation. This is due in part to over-regulation and resistance to change within the Japanese bureaucracy. Many argue that this bureaucracy must be replaced with a system similar to that in the United States, involving ruthless competition, fluid job markets unhindered by notions of lifetime employment, tolerance of business failures, and the elevation of conflict over consensus in economic decision making. The author argues that not only will the bureaucracy, in the form of the Ministry of Finance, retain its position, it will also evolve to be more consistent with the transformed economic system allowing the Japanese economy to recover and retain its important role in the global economy. The book details the history of the Ministry of Finance and Japan's financial markets since World War II. It describes the economic crisis in Asia and Japan's attempts to transform its bureaucracy to better compete in the global arena. Economists, business practitioners, trade specialists, and anyone interested in Japan's role in the world economy will find this lucid and detailed book an invaluable resource.

Customer Reviews:

The Ministry of Finance: Bureaucratic Practices and the Tran.......2000-06-23

Book Review by Janet Hunter, Business History

The role of the Japanese government, in particular that of the Ministry of International Trade and Industry (MITI), in shaping industrial policy and export success in Japan since World War Two has been much debated. In recent years, however, with evident failings in the operation of financial institutions, financial regulation and financial probity, it is the activities of the Japanese Ministry of Finance (MoF) that have come under scrutiny both inside and outside Japan. J. Robert Brown, Jr.'s book is the first English-language monograph to analyse the recent travails of Japan's Finance Ministry in the context of longer term developments. Brown describes how during the early post-war years the priorities set by economic recovery and capital shortages generated a system in which the MoF acted as the agent of stability and recovery. It acquired enormous domestic power from its control over the budget process, and an international reputation for its influence over financial markets, particularly in regulating th e division between banking and securities business initiated under the Occupation. Its position was rooted in informal and personal links and information flow, as well as administrative guidance. Brown describes how the operation of the ministry itself, and its locus in broader decision-making structures, engendered risk aversion, and hindered initiative, innovation and leadership, but the advantages of the system ensured that it continued to operate with a degree of effectiveness as long as the economy grew rapidly. By the early 1970s, however, the original raison d'etre of the banking-securities division was gone. The MoF accepted the need for financial reform, but less so the concomitant and inevitable reduction in its own influence. While the pressure for reform from outside Japan was considerable, the MoF was weak in the face of political pressure and vested interests, and progress was slow until the scandals of the 1980s brought the big securities companies into public disrepute.

The MoF was likewise slow in coping promptly with the banking difficulties that followed the collapse of the Bubble economy in the late 1980s. Historical memories of 1920s banking crises led officials to conceal the real extent of the problems that existed, and resulted in constant attempts to play for time. Banks, like securities companies, were effective in manipulating political pressure, and not until 1995 was the first commercial bank permitted to fail. Incidents such as the Daiwa scandal in New York and the jusen (housing loan companies) losses further exposed the inadequacy of informal reporting, and the need for greater openness for effective regulation.

In describing this course of events, Brown demonstrates a process of painful adjustment in which lessons have been learnt only slowly. He argues that the MoF is far from having overwhelming power, even over the budget, and that politicians have not hesitated to overrule MoF officials when it has been in their constituency or party interest to do so. As such, the ongoing reform of both the financial sector and the MoF itself has a political dimension. Brown concludes, however, that the resolution of the bureaucracy's role must rest with the bureaucracy itself. Japan should, moreover, think carefully before going down the path of any explicitly US model, or breaking up or excessively weakening the MoF.

Brown has written a readable and accessible book, informative for both non-specialist and specialist, for both practitioner and academic. Based on extensive interviews with MoF officials, politicians and private sector financial institution employees, as well as on written sources, it has a refreshing 'down to earth' quality about it. Unlike many works on contemporary Japan, it locates the current problems in a longer term perspective, and as such will be a useful source of reference for business historians. Despite its high price it is likely to be better used than many more learned volumes, and should be welcomed as a valuable addition to the literature.

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This digital document is an article from Independent Review, published by Independent Institute on March 22, 1997. The length of the article is 1315 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: The Postwar Japanese System: Cultural Economy and Economic Transformation.
Author: Yuzo Murayama
Publication: Independent Review (Refereed)
Date: March 22, 1997
Publisher: Independent Institute
Volume: v1 Issue: n4 Page: p618(3)

Article Type: Book Review

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The Postwar Japanese System: Cultural Economy and Economic Transformation
William K. Tabb
Manufacturer: Oxford University Press
ProductGroup: Book
Binding: Paperback
ASIN: B000OKL1RM

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THE POSTWAR JAPANESE SYSTEM: CULTURAL ECONOMY AND ECONOMIC TRANSFORMATION.
William K. Tabb
Manufacturer: Oxford University Press, USA
ProductGroup: Book
Binding: Paperback
ASIN: B000OKJA6G

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