TY  - BOOK
AU  - Kessler,Sheila
TI  - Measuring and managing customer satisfaction: Going for the gold 
SN  - 0873893646 (alk. paper)
AV  - HF5415.335 .K47 1996
U1  - 658.812 20
PY  - 1996///
CY  - Milwaukee, Wis.
PB  - ASQC Quality Press
KW  - Consumer satisfaction
KW  - Evaluation
N1  - Includes bibliographical references (p. 215-216) and index
ER  -