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

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

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

Table of Contents

Measuring customer satisfaction por Gerson, Richard F.

Job satisfaction how people feel about their jobs and how it affects their performance

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

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

The quality connection in health care integrating patient satisfaction and risk management por Cunningham, Lynne

The school as a work environment implications for reform

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