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|a HF5415.335
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| 100 |
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|a Kenett, Ron
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|a Modern analysis of customer surveys
|b with applications using R
|c edited by Ron S. Kenett, Silvia Salini
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| 260 |
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|a Chichester
|b John Wiley & Sons
|c 2011
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| 300 |
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|a xxiv, 500 pages
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|a Includes bibliographical references and index
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|a Front Matter -- Basic aspects of Customer Satisfaction Survey Data Analysis. Standards and Classical Techniques in Data Analysis of Customer Satisfaction Surveys / Silvia Salini, Ron S Kenett -- The ABC Annual Customer Satisfaction Survey / Ron S Kenett, Silvia Salini -- Census and Sample Surveys / Giovanna Nicolini, Luciana Dalla Valle -- Measurement Scales / Andrea Bonanomi, Gabriele Cantaluppi -- Integrated Analysis / Silvia Biffignandi -- Web Surveys / Roberto Furlan, Diego Martone -- The Concept and Assessment of Customer Satisfaction / Irena Ograjen₍ek, Iddo Gal -- Missing Data and Imputation Methods / Alessandra Mattei, Fabrizia Mealli, Donald B Rubin -- Outliers and Robustness for Ordinal Data / Marco Riani, Francesca Torti, Sergio Zani -- Modern Techniques in Customer Satisfaction Survey Data Analysis. Statistical Inference for Causal Effects / Fabrizia Mealli, Barbara Pacini, Donald B Rubin -- Bayesian Networks Applied to Customer Surveys / Ron S Kenett, Giovanni Perruca, Silvia Salini -- Log-Linear Model Methods / Stephen E Fienberg, Daniel Manrique-Vallier -- CUB Models: Statistical Methods and Empirical Evidence / Maria Iannario, Domenico Piccolo -- The Rasch Model / Francesca De Battisti, Giovanna Nicolini, Silvia Salini -- Tree-Based Methods and Decision Trees / Giuliano Galimberti, Gabriele Soffritti -- PLS Models / Giuseppe Boari, Gabriele Cantaluppi -- Nonlinear Principal Component Analysis / Pier Alda Ferrari, Alessandro Barbiero -- Multidimensional Scaling / Nadia Solaro -- Multilevel Models for Ordinal Data / Leonardo Grilli, Carla Rampichini -- Quality Standards and Control Charts Applied to Customer Surveys / Ron S Kenett, Laura Deldossi, Diego Zappa -- Fuzzy Methods and Satisfaction Indices / Sergio Zani, Maria Adele Milioli, Isabella Morlini -- Appendix: An Introduction to R -- Index
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|a Surveys / Statistical methods
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| 653 |
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|a Sampling (Statistics) / Evaluation / fast
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|a Consommateurs / Recherche / Méthodes statistiques
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| 653 |
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|a Consumer satisfaction / Evaluation
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| 653 |
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|a Consommateurs / Satisfaction / Évaluation
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|a Sampling (Statistics) / Evaluation
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|a Surveys / Statistical methods / fast
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|a BUSINESS & ECONOMICS / Marketing / Research / bisacsh
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|a Consumers / Research / Statistical methods
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|a Échantillonnage (Statistique) / Évaluation
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|a Surveys / Data processing / fast
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|a Consumers / Research / Data processing
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|a Levés / Méthodes statistiques
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|a Surveys / Data processing
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|a Consumer satisfaction / Research / Statistical methods
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|a Consommateurs / Satisfaction / Recherche / Méthodes statistiques
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|a Consommateurs / Recherche / Informatique
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|a Consumers / Research / Statistical methods / fast
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|a Consumer satisfaction / Evaluation / fast
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|a Levés / Informatique
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| 700 |
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|a Salini, Silvia
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7 |
|a eng
|2 ISO 639-2
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| 989 |
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|b OREILLY
|a O'Reilly
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| 490 |
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|a Statistics in practice
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| 776 |
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|z 9781119961154
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|u https://learning.oreilly.com/library/view/~/9780470971284/?ar
|x Verlag
|3 Volltext
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|a 330
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|a This book introduces customer satisfaction surveys, with focus on the classical problems of analysing them, which include; missing values, outliers, sampling techniques, integration of different data sources, as well as modern and non-standard tools. Each chapter describes, in detail, a different technique that is applied to the standard data set along with R scripts featuring on a supporting website. Most of the techniques featured in this book are applied to a standard set of data collected from 266 companies (customers) participating in the Annual Customer Satisfaction Survey (ACSS) of a global company. The data refers to a questionnaire consisting of 81 questions that covered a wide range of service and product perspectives
|