The service advantage :

Albrecht, Karl 1941-

The service advantage : how to identify and fulfill customer needs / Karl Albrecht and Lawrence J. Bradford. - Homewood : Dow Jones-Irwin, 1990 - ix, 240 p. : ill., (graph) ; 24 cm.

Includes index

1-55623-247-0

89016953


Customer services
Consumers-research--United States
Moment of truth--United SWtates
Surveys--United States
A service Quality--United States
Focus group interviwes--United States
Measurement system--United States

HF 5415.5 / .A43 1990

658.8/12
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