TY  - BOOK
AU  - Chakrapani,Chuck
TI  - How to measure service quality & customer satisfaction : the informal field guide for tools and techniques
SN  - 0877572674
AV  - HF5415.5 C424H
PY  - 1998///
CY  - Chicago, Ill.
PB  - American Marketing Association
KW  - CUSTOMER SERVICES
KW  - QUALITY CONTROL
KW  - MANAGEMENT
ER  -