TY  - BOOK
AU  - Naumann,Earl
AU  - Giel,Kathleen
TI  - Customer satisfaction measurement and management: using the voice of the customer 
SN  - 0538844396 :
AV  - HF5415.5 .N32 1995
U1  - 658.8/12 20
PY  - 1995///
CY  - Cincinnati, Ohio
PB  - Thomson Executive Press
KW  - Consumer satisfaction
KW  - Evaluation
KW  - Customer services
KW  - Management
N1  - Includes index; Computer disk (demo) in pocket
ER  -