"McNealy, Roderick M" <br/><br/>
Making customer satisfaction happen  strategy for delighting customers 

 - 1 
 - London  Chapman And Hall  c1994 
 - "xii,192p. : ill. ;24cm." 
<br/><br/> inculdes index 
<br/><br/><label>ISBN: </label>0412589206 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer satisfaction<br/>Customer service