00546nam a22001337a 450000500170000002000230001708200170004010000320005724500620008926000360015130000350018750000510022265001390027320260804175013.0  a9780131896307 (hb)  a658.812bHIN  aHinton, TomaWini Schaeffer  aCustomer-focused qualityb: what to do on Monday morning   aNew JerseybPrentice Hallc1994  axiii, 273 p.b: ill.c; 24 cm.  aIncludes bibliographical references and index.  aManagement sciencesaCustomer servicesvConsumer satisfactionvQuality managementvQuality controlvMarketing planvCard servicevRSBM