Customer Surveying: A Guidebook for Service Managers
by Frederick C. Van Bennekom - February 2002

Customer Surveying: A Guidebook for Service Managers is written to assist the services manager to effectively plan and manage a survey project. It is not an encyclopedia on the subject of surveying or a textbook on survey theory. Rather, its 256 pages aim to provide the tools the survey novice needs to collect real and useful information about customers' perceptions of service quality. The Survey Guidebook introduces theories and concepts, but always with a focus on practical application.

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In response to the many requests we have received from Customer Care professionals, the Institute has developed a list of books on key service topics. We have conveniently categorized the titles by topic area and linked all of the books to online resources for quick, easy, and secure ordering. We welcome your suggestions for additions to the list. Please send them to info@customercare.com