TY  - BOOK
AU  - McNealy,Roderick M.
TI  - Making customer satisfaction happen: a strategy for delighting customers 
SN  - 0412589206
AV  - HF5415.5 .M36 1994
PY  - 1994///
CY  - London, New York
PB  - Chapman & Hall
KW  - Consumer satisfaction
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references and index
ER  -