Satisfying internal customers first a practical guide to improving internal and external customer satisfaction av Chang, Richard Y.

Turning lost customers into gold; - and the art of achieving zero defections av Cannie, Joan Koob

Customer-focused quality what to do on Monday morning av Hinton, Tom

Market-driven management using the new marketing concept to create a customer-oriented company av Webster, Frederick E.

Table of Contents

Measuring customer satisfaction av Gerson, Richard F.

Closing the gap a handbook for total quality implementation av Kassof, Leslie L.

The service trainer handbook managing service businesses in the 1990's av Denton, D. Keith

Customer satisfaction the other half of your job av Scott, Dru

Competing globally through customer value the management of strategic suprasystems

Customer first a strategy for quality service av Walker, Denis