Evangelos Grigoroudis & Yannis Siskos 
Customer Satisfaction Evaluation [PDF ebook] 
Methods for Measuring and Implementing Service Quality

Basic Methodological Approaches.- Other Methodological Approaches.- MUSA: Multicriteria Satisfaction Analysis.- Extensions of the MUSA Method.- Advanced Topics on the MUSA Method.- Customer Satisfaction Surveys and Barometers.- Applications in Business Organizations.- Customer Satisfaction and Information Systems.