TY  - BOOK
AU  - Hayes,Bob E.
TI  - Measuring customer satisfaction: survey design, use, and statistical analysis methods 
SN  - 087389362X (alk. paper)
AV  - HF5415.335 .H39 1997
PY  - 1998///
CY  - Milwaukee, Wis.
PB  - ASQC Quality Press
KW  - Consumer satisfaction
KW  - Statistical methods
KW  - Questionnaires
KW  - SOM1
N1  - Includes bibliographical references (p. 261-266)  and index
ER  -