|
CSSL has reviewed much of the literature related to market
research and customer satisfaction surveys, and we are pleased to recommend a
number of excellent books for your consideration.
These are primarily suited to the advanced market research
practitioner or student.
Our top recommendations (all available at online
booksellers):
 Survey
Research Methods, by Earl S. Babbie (Wadsworth Publishing Company, 1990)
 |
This book
includes much information for the beginner, with sections on use of survey
data, computer assisted telephone interviewing (CATI), and many other
topics. |
Cognition
& Survey Research, by Monroe G. Sirken (editor) et al (Wiley-Interscience,
1999)
 |
This is a collection of articles on survey
research and cognitive psychology. |
Mail
& Internet Surveys: The Tailored Design Method, by Don A. Dillman (John
Wiley & Sons, 1999)
 |
Good how-to information on market research
using the Internet and traditional mail techniques. |
We also recommend:
Systematic Data Collection (Qualitative
Research Methods, Vol. 10), by Susan C. Weller, A. Kimball
Romney (Sage Publications, 1998).
Handbook of Customer Satisfaction
Measurement, by Nigel Hill (available online, 1996).
Measuring Customer Satisfaction: Survey
Design & Use of Questionnaires, by Bob E. Hayes (available
online, 1997).
Improving Your Measurement of Customer
Satisfaction, by Terry G. Vavra (available online, 1997).
|
|
