Gerson, Richard F. <br/><br/>
Measuring customer satisfaction 

 - Menlo ParkUS  Crisp Pub.  1993 
 - [9], 112 p. 
<br/><br/> Defines customer satisfaction.  Provides reasons for measuring service quality and explains how to use 7 basic quality improvement measurment tools.  Also provides methodology for measuring customer satisfaction and analysing data.  Addresses need to manage customer satisfaction, and supplies samples of customer satisfaction surveys. 
<br/><br/><label>Universal Decimal Class. No.: </label>LRC 12.04.01 G382