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1、EEEInternationalSeriesinOperationsResearch&ManagementScienceSeriesEditor:FredrickS.HillierStanfordUniversitySpecialEditorialConsultant:CamilleC.PriceStephenF.AustinStateUniversityForfurthervolumes:http://www.springer.com/series/6161EvangelosGrigoroudis•YannisSiskosCustomerSatisfactionEvaluationM
2、ethodsforMeasuringandImplementingServiceQuality123EvangelosGrigoroudisYannisSiskosTechnicalUniversityofCreteUniversityofPiraeusDept.ofProductionEngineering&ManagementDept.ofInformaticsUniversityCampus,Kounoupidiana80,Karaoli&Dimitrioustr.73100Chania,Greece18534Pireaus,Greecevangelis@ergasya.tuc.
3、grysiskos@unipi.grISSN0884-8289ISBN978-1-4419-1639-6e-ISBN978-1-4419-1640-2DOI10.1007/978-1-4419-1640-2SpringerNewYorkDordrechtHeidelbergLondonLibraryofCongressControlNumber:2009939837©SpringerScience+BusinessMedia,LLC2010Allrightsreserved.Thisworkmaynotbetranslatedorcopiedinwholeorinpartwithout
4、thewrittenpermissionofthepublisher(SpringerScience+BusinessMedia,LLC,233SpringStreet,NewYork,NY10013,USA),exceptforbriefexcerptsinconnectionwithreviewsorscholarlyanalysis.Useinconnectionwithanyformofinformationstorageandretrieval,electronicadaptation,computersoftware,orbysimilarordissimilarmetho
5、dologynowknownorhereafterdevelopedisforbidden.Theuseinthispublicationoftradenames,trademarks,servicemarks,andsimilarterms,eveniftheyarenotidentifiedassuch,isnottobetakenasanexpressionofopinionastowhetherornottheyaresubjecttoproprietaryrights.Printedonacid-freepaperSpringerispartofSpringerScience
6、+BusinessMedia(www.springer.com)PrefaceThecustomerorientationphilosophyofmodernbusinessorganizationsandtheimplementationofthemainprinciplesofcontinuousimprovement,justifiestheimportanceofevaluatingandanalyzingcustomersatisfaction.Infact,customersatisfactionisconsideredtodayasabaselinestandardofp
7、erformanceandapossi-blestandardofexcellenceforanybusinessorganization.Extensiveresearchhasdefinedseveralalternativeapproaches,whichexaminethecustomersatisfactionevaluationproblemfromverydifferentperspectives.Theseapproachesi
