Customer-focused quality : what to do on Monday morning /
Tom Hinton, Wini Schaeffer.
- Englewood Cliffs, N.J. : Prentice Hall, c1994.
- xiii, 273 p. : ill. ; 24 cm.
Includes bibliographical references (p. 261-263) and index.
013189630X
Customer services--Quality control. Consumer satisfaction. Total quality management.