Customer Satisfaction Management Frontiers-IV contains papers presented at the Fourth World Customer Service Congress held in Reston, Virginia on October 25-26, 2000. International Experts and practitioners in many areas of customer satisfaction management participated in this event and made this publication possible. This volume represents contributions to the pioneering efforts in customer satisfaction management. It contains state-of-the-art principles, tools, techniques, models, methodologies, case studies, and approaches that can be applied in several industries and sectors.