Hayes, B. E. (2008). Measuring customer satisfaction and loyalty: Survey design, use, and statistical analysis methods (Third edition.). ASQ Quality Press.
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Cita Chicago (17th ed.)
Hayes, Bob E. Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods. Third edition. Milwaukee, Wisconsin: ASQ Quality Press, 2008.
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Cita MLA (9th ed.)
Hayes, Bob E. Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods. Third edition. ASQ Quality Press, 2008.
Copiat
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