Annotated Bibliography

[Date of Writer]

Annotated Bibliography

Grigoroudis, E. (2009), “Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality,” Springer

The book discusses the problem of customer satisfaction and present a variety of quantitative and relative behavioral models of the consumers, approaches based on quality, MUSA method, extensions, barometers and surveys pointing to customer satisfaction, different IT advances that relate to customer satisfaction.

The satisfaction of the customers is the number one evaluation tool for any organization or business. If the customer satisfaction is not properly evaluated it can lead to the organization making incorrect decisions which will cripple the organization in given ...