TY  - BOOK
AU  - Hayes,Bob E.
TI  - Measuring customer satisfaction and loyalty: survey design, use, and statistical analysis methods 
SN  - 9780873897433
PY  - 2008///
CY  - Milwaukee, Wis.
PB  - ASQ Quality Press
KW  - Consumer satisfaction
KW  - Statistical methods
KW  - Questionnaires
N1  - Includes bibliographical references and index
ER  -