TY  - BOOK
AU  - Hanan, Mack
AU  - Karp, Peter
TI  - Customer satisfaction : how to maximize, measure, and market your company's ultimate product
SN  - 0814477720
U1  - 658.812 
PY  - 1991///
CY  - New York: 
PB  - AMACOM
KW  - customer satisfaction
KW  - customer service
KW  - measuring
KW  - self satisfaction
ER  -