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Proactive disclosure Print version ![]() ![]() | ![]() | ![]() Guidelines for Client Satisfaction Measurement Activity Appendix D: Selected Bibliography
Aaker, David A., and George S. Day, Marketing Research, 3rd Edition, New York, Wiley, 1986. Albrecht, Karl and Ron Zemke, Service America, Doing Business in the New Economy, Dow Jones-Irwin, 1985. Conducting Public Opinion Research, Guidelines for Employees, Communications Branch, Natural Resources Canada, 1997. Consulting and Audit Canada, Departmental Progress in Developing and Implementing Service Standards, June 1998. Earth Sciences Sector Business Plan 1998/2001, Natural Resources Canada, 1998. Kotler, Philip and Ronald E. Turner, Marketing Management, Canadian 6th Edition, Prentice-Hall Canada Inc., Scarborough, 1989. Measuring Client Satisfaction, Developing and Implementing Good Client Satisfaction Measurement and Monitoring Practices, Office of the Comptroller General, Treasury Board of Canada Secretariat, 1991. Naumann, Earl and Kathleen Giel, Customer Satisfaction Measurement and Management, American Society for Quality (ASQ), Milwaukee, 1995. Osborne, David and Ted Gaebler, Reinventing Government, How the Entrepreneurial Spirit is Transforming the Public Sector, New York, Plume, 1993. Philip B. Crosby, The Eternally Successful Organization, McGraw-Hill, 1988. Quality Services, Guide II, Measuring Client Satisfaction, Treasury Board of Canada Secretariat, 1995. Report of the Auditor General of Canada to the House of Commons, Chapter 14, Service Quality, September, 1996. Satin, A. and W. Shastry, Survey Sampling: A Non-Mathematical Guide, 2nd Edition, Statistics Canada, Ottawa, 1993. Saykaly, Michael Charles, Guide to Public Opinion Research, 4th Edition, Optima, 1994. Schonberger, Richard J., Building a Chain of Customers, New York, The Free Press, 1990. Woodhouse, Scot A., Greg J. Connor and D. Brian Marson, Listening to Customers, An Introduction, The Service Quality B.C. Secretariat, Province of British Columbia, 1993. Your Guide to Measuring Client Satisfaction, Office of the Comptroller General, Treasury Board of Canada, 1992.
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