00630nam a2200121Ia 450000500170000008000220001710000230003924500360006226000350009830000160013352003400014958300190048920260716043237.0  aLRC 12.04.01 G382  aGerson, Richard F.  aMeasuring customer satisfaction  bCrisp Pub.aMenlo ParkUSc1993  a[9], 112 p.  aDefines 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.  c3/7/00kM2LMGR