TY  - BOOK
AU  - Hinton, Tom
TI  - Customer-focused quality: : what to do on Monday morning 
SN  - 9780131896307 (hb)
U1  - 658.812 
PY  - 1994///
CY  - New Jersey
PB  - Prentice Hall
KW  - Management sciences
KW  - Customer services
KW  - Consumer satisfaction
KW  - Quality management
KW  - Quality control
KW  - Marketing plan
KW  - Card service
KW  - RSBM
N1  - Includes bibliographical references and index
ER  -