McNealy, Roderick M. <br/><br/>
Making customer satisfaction happen :  a strategy for delighting customers / 
Roderick M. McNealy. 
 - 1st ed. 
 - London ;  New York :  Chapman & Hall,  c1994. 
 - xii, 192 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0412589206 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Customer services.<br/>Customer services--Quality control.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .M36 1994