Horovitz, Jacques., <br/><br/>
Total customer satisfaction : lessons from 50 companies with top quality customer service / 
Jacques Horovitz, Michele Jurgens-Panak. 
 - London :  Pitman Publishing,  1992. 
 - xviii, 456 pages :  illustrations ;  24 cm 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0273034472 
<br/><br/><label>Subjects--Topical Terms: </label><br/>customer satisfaction.<br/>Customer service.