Gerson, Richard F. creator text Menlo ParkUS Crisp Pub. 1993 monographic [9], 112 p. 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. 3/7/00 M2LMGR LRC 12.04.01 G382