Analysis of Customer Satisfaction Data Review

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(More customer reviews)This book is for advanced practitioners in marketing, contact center/customer care and other business and technical domains that need to gather and quantitatively analyze customer satisfaction data. The focus is customer satisfaction for services more than products, but it can be used effectively in either scenario.
The introduction covers prior work in the field and lays the groundwork for subsequent chapters that cover instrumentation, data preparation, an analysis framework and models.
The key strengths of this book are the framework, which is highly structured, the models and exploratory data analysis. I liked the discussion of regression analysis problems, and the chapters on causal modeling and interdependency models. I also liked the fact that this book is short, crammed with information and techniques, and does not lose its focus. You will need to brush up on your math skills because while this book reads well and is fast-paced, it is also detailed and is heavy with quantitative methods. If I had to recommend one book on customer satisfaction data analysis this is it.

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Divergent Thinking (Creativity Research Series) Review

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(More customer reviews)The book represents some researches of important issues on divergent thinking but doesn't devote sufficient attention to fundamental theoretical questions of diverent thinking as I expected.

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The research presented in this volume suggests that divergent thinking is an important component of the creative process. Divergent thinking tests are probably the most commonly used measure of children's potential for creative thinking. There are a number of unanswered questions about children's divergent thinking and creativity which are answered throughout the volume and may be identified as themes in the research. The first theme is that the capacity for divergent thinking may not be normally distributed across all levels of ability (a relevant premise is that creative abilities are not evenly distributed across domains of performance and achievement). A second theme is that divergent thinking is influenced by the conditions under which it is assessed. A third theme of the book is methodological; several chapters explore existing evaluations of divergent thinking tests. A final theme is that divergent thinking is important for both basic and applied research. From the perspective of basic research, the divergent thinking model offers an empirically supported view of a cognitive process. From the applied perspective, divergent thinking can be viewed as one component of giftedness and predictive of several expressions of real-world creativity.

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