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Measuring and managing customer satisfaction: going for the gold
1996, ASQC Quality Press
in English
0873893646 9780873893640
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Includes bibliographical references (p. 215-216) and index.
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{{cite book|author=Sheila Kessler |date=1996 |title=Measuring and managing customer satisfaction |url=https://archive.org/details/measuringmanagin0000kess |publication-place=Milwaukee, Wis |publisher=ASQC Quality Press |isbn=0-87389-364-6 |lccn=96019579 |oclc=34651602 |ol=981963M}}