TY  - BOOK
TI  - Achieving customer satisfaction : service quality from the customer perspective
PY  - 1990///
CY  - [S.l.]US
PB  - AT&T Quality Steering Committee
N1  - Bibliography: p.90-93.  Located in the Learning Resource Centre
N2  - 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
ER  -