TY  - BOOK
AU  - Gerson, Richard F.
TI  - Measuring customer satisfaction
PY  - 1993///
CY  - Menlo ParkUS
PB  - Crisp Pub.
N2  - 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
ER  -