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Customer-focused quality : what to do on Monday morning

Main Author: Hinton, Tom.
Other Authors: Schaeffer, Wini.
Published: Englewood Cliffs, N.J.: Prentice Hall, c1994..
Subjects:
Consumer satisfaction.
Customer services -- > Quality control.
Total quality management.
Physical Description:xiii, 273 p.: ill.; 24 cm..
Bibliography:Includes bibliographical references (p. 261-263) and index.
ISBN:013189630X :

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