Achieving customer satisfaction : service quality from the customer perspective 

 - [S.l.]US  AT&T Quality Steering Committee  1990 
 - xiv, 104 p. 
<br/><br/> Bibliography: p.90-93.  Located in the Learning Resource Centre. 
<br/><br/> Seeks to help managers to make a stronger connection between business activities and customer satisfaction.  Advocates the following four-step process: collecting and analysing customer, competitor, and market information; setting quality improvement objectives; developing business process measures; and, using feedback both from customers and from the process, to evaluate the objectives. 
<br/><br/><label>Universal Decimal Class. No.: </label>LRC 12.04.01 A178