Vavra, Terry G. <br/><br/>
Improving your measurement of customer satisfaction :  a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs / 
by Terry G. Vavra. 
 - Milwaukee, Wis. :  ASQ Quality Press,  c1997. 
 - xviii, 490 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. [465]-476) and index. 
<br/><br/><label>ISBN: </label>0873894057 (alk. paper) 
<br/><br/><label>LCCN: </label>97011803  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction--Evaluation.
<br/><br/><label>Dewey Class. No.: </label>658.834  / VAI 1998