Senin, 30 Juli 2012

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Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods, by Bob E. Hayes

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.

  • Sales Rank: #614720 in Books
  • Published on: 2008-07-18
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.25" h x 6.25" w x 1.00" l, 1.30 pounds
  • Binding: Hardcover
  • 312 pages

Most helpful customer reviews

6 of 6 people found the following review helpful.
Magnificient
By Pedro Lopez Eiroa
IF you want to design and use any kind of satisfaction and loyalty surveys , this is the BEST support on the market. Helps in determining customer requirements , reliability and validity of data and sampling methods.
NOT only useful for survey's design , but also for the use and analysis of the information . Lots of examples. Excellent book.

3 of 3 people found the following review helpful.
This book is a comprehensive study in how to design and use customer satisfaction and loyalty surveys
By Michael Ruckman
This book is a comprehensive study in how to design and use customer satisfaction and loyalty surveys, with in-depth examples for determining customer requirements, reliability and validity of data and different sampling methods. It contains useful appendices with critical incidents interview forms, satisfaction items and customer requirement forms, measurement scales, statistics, parameters and sampling distributions. It is useful for both the design of surveys and use of the information for delivering customer satisfaction improvements. This book will be of interested to any market research professional as well as managers seeking to understand customers satisfaction measurement techniques.

2 of 2 people found the following review helpful.
Measuring 2 aspects of customer service
By Ramona Wright
Hayes has produced several works regarding customer service, and this book is another example. The book is full of information in each chapter pertaining to focusing on the customer's needs, but the author also incorporates how to measure and balance each aspect based on the product or service provided by an organization. The book is structured well with a few illustrations, charts, and graphs used in quality assurance and engineering. This is a good reference book or a good syllabus selection for any quality assurance courses.

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Sabtu, 28 Juli 2012

[U119.Ebook] Get Free Ebook The Unveiling of Jesus Christ, by T. Austin-Sparks

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At the beginning of the Book of the Revelation, we find, on the one hand, a situation of spiritual loss and failure, weakness, and many other conditions and features which even the Lord Himself, in all His grace, has to deplore... It was a time when Christians both actually needed real help and stimulus, and needed to be prepared for further battles, further conflicts and further sufferings. These were the two main aspects of the general situation.

In the light of those facts, we stand back and ask: How did the Lord, and how does the Lord, meet that need? Indeed, we might say: How does the Lord ever meet a great need? What is that which alone will supply the need, and be the key to the problem, the answer to the demand, and the assured ground, both of recovery and renewal, and of fortification for the suffering? And the answer has ever been, and always is: A new revelation - an unveiling - of the greatness of Jesus Christ. That is the very platform, we might say, upon which and from which the Lord moves into these situations, and into all the situations that follow in this book. He prefaces everything with this fresh revelation or unveiling of His own personal greatness.

(This e-book can be downloaded for free at Austin-Sparks.Net)

  • Sales Rank: #2038753 in eBooks
  • Published on: 2012-10-02
  • Released on: 2012-10-02
  • Format: Kindle eBook

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Minggu, 22 Juli 2012

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Drawing People, by Colin Caket

  • Sales Rank: #4752490 in Books
  • Published on: 1986-03
  • Original language: English
  • Number of items: 1
  • Binding: Paperback
  • 96 pages

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Rabu, 18 Juli 2012

[A908.Ebook] PDF Ebook The Patient Nurse (Silhouette Desire, No 1099), by Diana Palmer

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Although the underlying passion between Ramon and Noreen was undeniable, Noreen had never been able to reveal her true feelings for the gorgeous surgeon. He'd always blamed her for the death of his wife and it was only when Noreen fell ill that Ramon realized how wrong he'd been...

  • Sales Rank: #151668 in Books
  • Published on: 1997-09-01
  • Original language: English
  • Number of items: 1
  • Dimensions: 7.00" h x 4.25" w x .50" l,
  • Binding: Mass Market Paperback
  • 256 pages

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0 of 0 people found the following review helpful.
Five Stars
By book lover
bought this book for my Mother and she is a lover of Diana Palmer's books

42 of 51 people found the following review helpful.
Diana Palmer ventures into Betty Neels' territory with a hit
By L. S. Tucker
Ms. Palmer usually writes about cowboys, millionaires, or private investigators. This time she ventures into the medical field, giving an edge to the type of book that Betty Neels is famous for. And, as usual, she scores a bulls-eye! Although a failure to communicate is behind the misunderstanding between the heroine and hero, it is well-thought out. If I were accused of being responsible for another's death for two long years, I wouldn't be inclined to try once again to tell the truth. Palmer's heroine is broken, both in spirit and body. Her hero must heal himself before he can heal her. Lovely and engrossing, I stayed up all night to finish this book!

15 of 22 people found the following review helpful.
Loved the doctor!
By mareen@ptialaska.net
Plain and simple, I really enjoyed this book! Having also just received a letter from Ms. Palmer(aka Susan Kyle), I was 'patiently' anticipating her newest release! It was so pleasing to read a slightly different style than she usually writes! The hero is reluctant to reveal his deepest emotions toward his 'Patient Nurse', even to himself! I felt some frustration toward his nurse, as far as clearing her reputation was concerned. On the whole, this is a great read! I couldn't put it down, and would recommend it to anyone who was 'trying' Diana Palmer's work for the first time!

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Minggu, 15 Juli 2012

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Customer Equity: Building and Managing Relationships As Valuable Assets

  • Published on: 1900
  • Binding: Hardcover

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The Ascension Mysteries: Revealing the Cosmic Battle Between Good and Evil, by David Wilcock



The Ascension Mysteries: Revealing the Cosmic Battle Between Good and Evil, by David Wilcock

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The Ascension Mysteries: Revealing the Cosmic Battle Between Good and Evil, by David Wilcock

New York Times bestselling author David Wilcock has become one of the leading writers exploring ancient mysteries and new science. With his latest book, The Ascension Mysteries, David will take readers on a surprising and enthralling journey through the history of the universe, exploring the great Cosmic Battle surrounding our own Ascension.

David Wilcock’s previous New York Times bestsellers, The Source Field Investigations and The Synchronicity Key, used cutting-edge alternative science to reveal oft-hidden truths about our universe. In The Ascension Mysteries, David takes us on a gripping personal journey that describes the secret cosmic battle between positive and negative happening every day, hidden in both the traumas of our own lives and the world’s headlines.
 
Through his contact with a positive higher intelligence behind the UFO phenomenon, groundbreaking scientific information, and data from high-ranking government whistle-blowers, David reveals that the earth is now on the front lines of a battle that has been raging between positive and negative extraterrestrials for hundreds of thousands of years. The Ascension Mysteries explores the towering personal obstacles David overcame to unlock the great secrets of our universe and looks ahead to what this battle means for each of us personally. By unifying ancient texts from a variety of religions with scientific data and insider testimony, David presents a stunning conclusion—that Earth is on the verge of a massive cosmic event that will transform matter, energy, consciousness, and biological life as we now know it and will utterly defeat the great villains of our time.

  • Sales Rank: #5149 in Books
  • Published on: 2016-08-30
  • Released on: 2016-08-30
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.30" h x 1.61" w x 6.25" l, 1.68 pounds
  • Binding: Hardcover
  • 528 pages

Review
Praise for David Wilcock and his Books:

 “Alien enthusiasts who love corroborating proofs will find the large amount of new detail satisfying, and those who find Wilcock personally compelling will love the juicy details of his youth.” –Publishers Weekly on The Ascension Mysteries

“Wilcock also makes an intriguing case for the energetic influences of the celestial bodies on the recurring the currents of history, and the mechanisms through which they may be directing them. At the very least, this book provides much food for thought. At its best, it is fuel for wonder and awe.” - New Consciousness Review on The Synchronicity Key

“David Wilcock is a leading thinker who makes a magnificent case…that a Golden Age is indeed within our grasp and can be brought into manifestation if only we choose to make it so.” — Graham Hancock, author of Fingerprints of the Gods on The Source Field Investigations

“We are not alone in this universe. And we have David Wilcock to prove it — and to guide us to this golden prophecy.” — James V. Hart on The Source Field Investigations

“A narrative as fast-paced and scintillating as a sci-fi novel.” — Kirkus on The Source Field Investigations

“David Wilcock is a dedicated and passionate investigator determined to understand this chapter in our collective history.” — New Dawn Magazine on The Source Field Investigations

“Read this book.” — Omega New Age Directory on The Source Field Investigations

About the Author
David Wilcock is an author, professional lecturer, filmmaker, and researcher of ancient civilizations, consciousness science, and new paradigms of matter and energy. His seminal thoughts and expertise on consciousness have reached hundreds of thousands of people through his extensive online presence at DivineCosmos.com. His first two books, The Source Field Investigations and The Synchronicity Key, were New York Times bestsellers. Wilcock lives in California.

Most helpful customer reviews

118 of 125 people found the following review helpful.
Brilliant, honest and enlightening, with info you won't get anywhere else
By Robin Landry
Another brilliant and enlightening book by David Wilcock, that ended far too soon. For any who don't know, Wilcock bears a great physical resemblance to Edgar Cayce, probably the best psychic we've ever seen(Nostradamus might be as good, but he's too confusing for me to understand), and medical intuitive. Caye said that he'd continue his work in a more enlightened age, and whether Wilcock is the reincarnation of Cayce or not, he is certainly enlightening the world today with his unceasing work, on Gia TV, and through is many excellent books. This one is his latest, and it's another step up the ladder to finding out exactly who we humans are, and where we're going. Wilcock's writing is down to earth and as easy to read as a John Grisham novel, and with Wilcock's subject matter, even more thrilling.

One thing that David has done in this book, is to give a glimpse into his young life, and how he was bullied to the point of a hospital stay. Being a girl, I never experienced bullying, so I can't imagine how awful this must have been. David learned self-defense which is a much better idea that just having public service messages about not bullying. These stories add to the wholeness of who David is now as an adult and how he can bravely explore the 'bullies' running our world today.

I can't say I was in love with the long chapters on David's upbringing and drug use, but I give him credit for honesty. If true confessions are not your thing, skip to the best part, which I explained below. It's well-worth the price of the this book.

My favorite subject in the book is are the stories of the ancient builder race and all that they've left behind. Buildings made of a glass-like structure that have been around for millions(?) of years. Some are on the moon, and some are in the rings of Saturn. There's a book called the Ringmakers of Saturn that's rare and very expensive but worth it. Anyway, the moon is full of mysteries and supposedly, it was an 'ark' for the giants who lived on Tiamat, the super earth between Jupiter and Mars. This race was so warlike, that they either blew up their own planet in their war with their moon, Mars, or someone else did it for them. They used nano-technology to build up the moon and bring it into our solar system so they could leave their planet before it blew up(probably by their own hands). I can't help but think that our own elite would do the same thing, leaving the rest of us on a doomed planet.

These 18 foot giants, then waited until the dust settled, and then went down to earth which now had salt water on it, care of Tiamat's explosion, and a moon that made tides leaving earth much more dynamic. Then these giants came down to earth to live and made themselves a slave race out of the locals( you can see pictures of them herding around the smaller humans in the Sumerian tablets). Of course there were reptilians who had gone underground to escape the turmoil these guys had caused, and have been fighting with the Tiamat survivors ever since, with humans as the cannon fodder. David has really cleared up a lot of history for me with his research, and testimony from insiders(Brilliant Pebbles), which is why I read everything he puts out.

Here's a breakdown of the first few chapters so you can see how enlightening this book really is.
Chapter 1: Introduction(David shares the early life of his parents and how this influenced him growing up).
Chapter 2: A Battle Against Darkness(David explains the influence of the Rock & Roll scene of the 60's and what those Beatles and Stones songs were all about). With the Viet Namn war raging, American youth rebel.
Chapter 3: Touching The Infinite. (Carlos Castenada appears on the scene with his Don Juan books, awakening the idea of an alternate reality surrounding us).
Chapter 4: Darkness And Light(As David grows up and asks questions of his father about the origin of the universe, his minds starts to awaken to cosmic feelings).
Chapter 5 Could ESP Save The World?:(Jones Town massacre was examined. I had no idea that 700 survivors who ran into the jungle might have been killed by the US Military, or that the British Black Watch commandos were having 'training' exercises in the area at that time).

There is so much more to this book, which I'm sure I'll reread as I've done David's other books. Between this new book and Wisdom Teachings on Gaiam TV, David Wilcock has got to be one of the most interesting author/speakers/researchers of our time. Just as Edgar Cayce started us on the road to enlightenment, so too is Wilcock helping us see that there's more to this reality that we can even imagine.

The book ends with the Twenty-fifth chapter called Blueprints of the Future. Learn how the pyramids are connected to the Bible and how Heaven just might be our future on Earth in a new Golden Age. I ordered this book in January and it has exceeded my expectations. Thank you David Wilcock for sharing.

63 of 65 people found the following review helpful.
David Wilcock Carries Out A Fascinating Foray Into The Fiercly Phenomenal Realm Of Possibilities
By ZyPhReX
The Ascension Mysteries by David Wilcock is an interesting dissertation into the possibilities that the Universe may yield in the future. Wilcock's foray into the fiercely phenomenal is an unbounded approach into what he believes wholeheartedly to be taking place in the world at this time.

The book features a collation of data points, some of which come from verifiable sources, and some of which come from alleged whistleblowers, that merges in its core into what Wilcock has repeatedly called the ascension process.

Incidentally, the first half of the book felt more like having a salad, and the second part of the book was where the meat and potatoes was at. As a connoisseur of data, the second part was far more interesting than the first, and am definitely highly appreciative of the countless sources Wilcock uses where applicable.

As a forewarning, some chapter titles - mostly particularly in the first half of the book - are a bit of a misnomer because they make the chapters seem like they were going to be vastly more interesting than they actually were. This is coming from someone who knows how interesting Wilcock's work has been in the past. The subject matters within the first half of the book often went in personal directions, which in a sense was a bit of a letdown considering the possibilities the chapter's name featured. That's a subjective point of view, so your mileage may vary.

In the nascent stage of The Ascension Mysteries, the author begins questioning much of what we've been taught in public schooling, which quite admittedly not only paints history in a different light, but is downright obscure when one delves deeply into that matter.

In any case, Wilcock proceeds to lay the foundation for his work with an analysis of the structure of the Universe, which he has termed "The Source Field". He uses references such as the work of Dr. Hans Jenny and Dr. Luc Montagnier to buttress this theory.

The author follows up touching lightly upon Disclosure Project which took place in 2001 and featured reputable people that claim to have access to data considering UFOs and cover ups that would boggle the mind and these individuals were also willing to testify before congress.

Thereafter, saliently noted by the author are the myriad issues we as a society face with the constant bombardment of what the Cabal wishes to infuse the populace regarding Illuminati Symbolism in pop culture & media, while also venturing into his personal background into relation to how he grew to find this information.

Noted within the confines of the book are also references to Carlos Castaneda and how his findings dovetail with alternative realities. Wilcock also notes how his dreams helped lay the foundation of much of what he knows while also how Big Pharma played a roll into the health deterioration of his mother. The author gives mention to the many instances of personal synchronicities that took place in his life.

From there the author speaks at length about personnel events that revolve around ESP, and how that has helped manifest much of what we know of regarding his work today. In fact, a great portion of the first half of the book is interweaved with personal anecdotes regarding the journey that he has gone through.

Noted also by the author is his delving into LSD as well as his foray into Lucid Dreaming travels spawned in large part by the work of Dr. Stephen LaBerge's PhD Lucid Dreaming book. With this, Wilcock gives us how those two events also played a roll into his understanding of reality as he saw it at the time and as he sees it now.

Promptly soon after, the author then touches upon NASA and many of the issues regarding the information they have covered up at the time, and some of which they still cover up today. Mentioned with the factors of NASA's duplicitious dealings are whistleblower testimony from personnel who were privy to information about Moon missions and such, which definitely leave the reader knowing something is amyss within the halls of NASA.

Covering the work of Maurice Chatelain, who was the director of communications for the Apollo missions, Wilcock also shows how his findings of the "Constant of Nineveh" couple into the book. Wilcock also covers how the Constant of Nineveh interweaves into the Solar system, how precession helps bring ascension about, and how ancient history is littered with references to a possible ascension according to his understanding.

Curiously, Wilcock makes mention of the Breakaway Civilization, but he never mentions that it was Richard Dolan who coined the term in his magnum opus series UFOs & The National Security State. Given how much Wilcock talks about Secret Space Programs, you would figure he would give a proper nod to the idea's creator, since it couples perfectly with Secret Space Program, especially since he's one of the most credible in UFOlogy.

Be that as it may, Wilcock then sets his cross hairs on NASA by giving it a much more in-depth look later in the book that covers a much more thorough approach than earlier on.

Other notable topics include stargates, Ancient Civilizations, moon bases, moon anomalies across the solar system, unofficial disclosure, underground bases, insider testimony, the fight against the cabal, and much more.

One of the strongest strengths of the book is also its greatest weakness some will argue, and that is his heavy reliability on insider testimony. Knowing this, it's definitely an area to keep note of. Some aspects of the book are much stronger than others, but the totality of data points sets the stage for possibilities in intricate ways.

Secondly, the main 'con' of the book - as mentioned previously - is that a lot of the first half of the book is filled with personal info that could have been summarized a lot more efficiently and not so verbose, thus allowing for the book to have even more tangible information. While the information Wilcock provides regarding his family and his past is important to understand all the early process in relation to Wilcock's background, he could have just stacked more evidence for himself instead.

Ironically, a great part of the book felt like reading a journal. That's okay, since it's part of Wilcock's approach but given the topic at hand it would have been nice for his book to be structured in a way that was as ironclad as possible rather than overly anecdotal in a few areas. That's just an opinion though. Given that Wilcock features many references where applicable, some would argue that he's already given us ample evidence for his many arguments.

Whether or not people agree with Wilcock's thesis of ascension is up to them. With all the evidence he provides where applicable, it at least gives people something to ponder about regarding the many topics covered and their inherent implications.

Kindest Regards,
Zy Marquiez
TheBreakaway.wordpress.com

25 of 27 people found the following review helpful.
This excellent teacher will hopefully start writing better books
By vytob
Disappointing. I deeply respect David Wilcock and feel that he is a tremendously positive influence on the planet. I have attended one of his intensive courses, seen his live lectures several other times, and frequently watch his shows on Gaia TV. David is tremendously knowledgeable, amazingly connected to insiders full of information, and a great story teller. He also takes seriously the responsibility to promote spiritual uplifting of earth's citizens. So I would then hope that his published books would reflect the same. Unfortunately, this has not been the case. His third book is essentially an autobiography, with a smaller amount of educational material added to it. Roughly, the first 60% is autobiography, then he adds educational material after that. Now unfortunately, he had a very rough childhood and young adulthood, filled with bullying, parental strife, drug abuse, and just a sad litany of difficult life episodes. But reading about all of this does not educate anyone in any useful way. He rather spontaneously snapped out of all that late in his college career, but there is no self-help treatise here that would help others snap out of their problem lives. So I felt my time reading about all of his tribulations was just wasted. Yes, I did get to know the man better, but no that wasn't very helpful.

So if you take away David's autobiography, you're left with a slim text on psychic phenomena, spirituality, ESP, ETs, ancient aliens, and planetary changes, both past and future. These are excellent topics, but the coverage is scant and spotty. And most important, if you've been watching his presentations on Gaia TV, it really doesn't add anything whatsoever to the experience. I highly recommend signing up (it's not expensive) to join Gaia and then watching David's material, especially Cosmic Disclosure, which is totally unique and phenomenally informative (Thank you, Corey Goode!). It is always a pleasure to watch David on TV and even people well-informed in alternative-media topics can learn things from him. (But David, please stop these adolescent sex-innuendo jokes. For a man over 40, teenager snickers are not appropriate).

David's first book was a good all-around introduction to many topics of his diverse universe. But the next two books are really an unnecessary purchase. His previous one was a poorly put together clippings-from-the-cutting-room-floor of the first one, while this current one is mostly an unhelpful biography.

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