00855nam a2200145Ia 450000500170000008000220001724500840003926000520012330000160017550000690019152003950026058300200065594200170067599900170069220260716043413.0  aLRC 12.04.01 A178  aAchieving customer satisfaction : service quality from the customer perspective  bAT&T Quality Steering Committeea[S.l.]USc1990  axiv, 104 p.  aBibliography: p.90-93.  Located in the Learning Resource Centre.  aSeeks 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.  c2/5/01kTESSA_H  cMmA178kLRC  c46570d46570