00601nam a2200109Ia 4500080002200000100002300022245003600045260003500081300001600116520034000132583001900472  aLRC 12.04.01 G382  aGerson, Richard F.  aMeasuring customer satisfaction  bCrisp Pub.aMenlo ParkUSc1993  a[9], 112 p.  aDefines 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.  c3/7/00kM2LMGR