Vavra, Terry G <br/><br/>
Imporving your measurement of customer satisfaction: A guide to creating, conducting, analyising and reporting customer satisfaction measurement programs 

 - New Delhi  A H Wheeler  1997 
 - xviii, 463 p. 
<br/><br/><label>ISBN: </label> RS425 
<br/><br/><label>Dewey Class. No.: </label>658.834 V472I