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Customer Satisfaction Measurement for ISO 9000: 2000 (Paperback)

by Nigel Hill (Author) "ISO 9001:2000 has placed customers at the heart of a quality management system whose objective is continual improvement in customer satisfaction..." (more)
Key Phrases: verbal type scales, customer satisfaction measurement process, maximising response rates, Friendly Martian, The Leadership Factor, Harvard Business School (more...)

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