| 000 | 00826nam a2200133Ia 4500 | ||
|---|---|---|---|
| 080 | _aLRC 12.04.01 A178 | ||
| 245 | _aAchieving customer satisfaction : service quality from the customer perspective | ||
| 260 |
_bAT&T Quality Steering Committee _a[S.l.]US _c1990 |
||
| 300 | _axiv, 104 p. | ||
| 500 | _aBibliography: p.90-93. Located in the Learning Resource Centre. | ||
| 520 | _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. | ||
| 583 |
_c2/5/01 _kTESSA_H |
||
| 942 |
_cM _mA178 _kLRC |
||
| 999 |
_c23235 _d23235 |
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