{"title":"进行顾客满意度调查的一些问题","authors":"Binshan Lin, Charlotte A. Jones","doi":"10.1108/EUM0000000004317","DOIUrl":null,"url":null,"abstract":"Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and instruments, non‐response problems, and reporting of results and interpretation. Provides implications and guidelines.","PeriodicalId":305809,"journal":{"name":"Journal of Marketing Practice: Applied Marketing Science","volume":"112 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"1997-03-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"33","resultStr":"{\"title\":\"Some issues in conducting customer satisfaction surveys\",\"authors\":\"Binshan Lin, Charlotte A. Jones\",\"doi\":\"10.1108/EUM0000000004317\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and instruments, non‐response problems, and reporting of results and interpretation. Provides implications and guidelines.\",\"PeriodicalId\":305809,\"journal\":{\"name\":\"Journal of Marketing Practice: Applied Marketing Science\",\"volume\":\"112 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"1997-03-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"33\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Marketing Practice: Applied Marketing Science\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1108/EUM0000000004317\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Marketing Practice: Applied Marketing Science","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/EUM0000000004317","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Some issues in conducting customer satisfaction surveys
Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and instruments, non‐response problems, and reporting of results and interpretation. Provides implications and guidelines.
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