Customer Satisfaction Management Frontiers-II contains papers presented at the Second World Customer Service Congress held in Tyson’s Corner, Virginia on October 13 and 14, 1998. 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.
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PUBLISHER: Quality University Press