00826nam a2200133Ia 4500 LRC 12.04.01 A178 Achieving customer satisfaction : service quality from the customer perspective AT&T Quality Steering Committee [S.l.]US 1990 xiv, 104 p. Bibliography: p.90-93. Located in the Learning Resource Centre. 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. 2/5/01 TESSA_H M A178 LRC 23235 23235 0 0 0 0 CRCM CRCM 2023-05-04 0 LRC 12.04.01 A178 0000000017249 2023-05-04 00:00:00 2023-05-04 M