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>>  Data Analysis Bibliography

Review our Read our latest article on United Customer Service and learn the dramatic shortcomings of a pooled service delivery design -- and horrific Servcie Recovery.

Survey Design Workshop Survey Data Analysis Workshop Survey Guidebook Questionnaire Library Survey Mentor Customer Feedback Audits Survey Research Projects Service Recovery Programs

Learn how to conduct a survey project from questionnaire design to survey administration to data analysis. Survey Design & Data Analysis October 5-7, Washington DC November 7-11, Dubai February 2011, Phoenix ~~~ Survey Workshop Webinars August 4 to 26,  2010 ~~~ Learn how to design a Customer Feedback Program Design October 13-14, Kuala Lumput ~~~ View a short online presentation Survey Workshop Overview summarizing the concept of surveying and outlining our courses.

Voice of the Customer Conference The International Golf Club Bolton, Mass. October 25-27, 2010 including our one-day Customer Survey Design Bootcamp

Provides targeted assistance on your survey questionnaire and project while being mentored on good survey practices.

Contract Holder GS-02F-0126U

Need more than targeted survey consulting?   Great Brook specializes in the design and execution of Custom Survey Research Projects to meet your individual needs.

Get an experti's review of the feedback management processes in your organization for customers or other stakeholder groups -- or get a deep dive assessment of your survey program.

Design for Supportability Research Report Product Supportability Consulting

Have a question about surveying you'd like to have answered in a future Insight article?   Please contact us.

Self-help guidance for your survey project

Private On-site Survey Workshops are available at your company.  This may prove more cost effective and deliver immediate value to your survey program as we build your survey instrument in class.   Please contact us for details.

For a comprehensive list of survey automation tools for your survey program.

Essence of Services Marketing, Adrian Payne, 1993, 253 pages, approx. $20. This book can best be described as an encyclopedia or compendium of service management tools and concepts.  It doesn't have the full background descriptions you might find in a textbook, but if you're a service marketing professional looking for a book to keep on your shelf to refresh your memory -- or if you've confronted some new concept in a presentation - you'll find great value in this book.  Topics include: developing a service mission, relationship marketing, market segmentation, positioning a service, the service marketing mix (people, process, place, price, etc.), service quality tools, and customer retention.  I have used this book as a mini-textbook in a one-day service management course at Northeastern University.
Services Marketing, Valerie Zeithaml and Mary Jo Bitner, McGraw-Hill, McGraw-Hill Textbook, 1996, approx. $80. This is a complete textbook that I use for an undergraduate class on Service Management.  For a service marketing professional, this book may be a bit pedestrian, but if you're looking to teach yourself the full breadth of services marketing concepts, I can highly recommend this book.  The text is organized around the Gap Model, which was developed and rigorously validated by the Zeithaml and other colleagues.  The Gap Model examines the various organizational factors that can cause a perception-expectation gap on the part of our customers, specifically, 1) not understanding customer needs, 2) service designs not matching customer requirements, 3) the service operation not delivering to the design, and 4) shortcomings in communications with our customers.  A real strength of the book is its description of how customer expectations are formed, again based upon the authors' academic research.
Managing Customer Value: Creating Quality & Service That Customers Can See, , Bradley Gale, Robert Chapman Wood, 1994.  Approximately $25.
Customer Service for Dummies, by Keith Bailey, Karen Leland, IDG, 1995.  384 pages.  Approximately $20.
The Art of Software Support: Design and Operation of Support Centers and Help Desks, by Francoise Tourniaire & Richard Farrell, 1996, Hardcover, approx. $45.
Delivering World-Class Technical Support, Lori Laub, Kay Khandphur, 336 pages (October 1996),  John Wiley & Sons; approx. $32.
Breakthrough Customer Service : Best Practices of Leaders in Customer Support, Stanley A. Brown (Editor), John Wiley & Sons, 1998 approx. $45, 416 pages	scare<|