TY  - BOOK
AU  - Allen, Derek R
AU  - American Society for Quality 
TI  - Customer satisfaction research management: a comprehensive guide to integrating customer loyalty and satisfaction metrics in the management of complex organizations
SN  - 9788129711342 
U1  - 658.8343 ALL  
PY  - 2005///
CY  - Delhi
PB  - Pearson Education (Singapore) Pte Ltd  [ASQ ]
N1  - Includes bibliographical references and index 
ER  -