Total customer satisfaction : lessons from 50 companies with top quality customer service / Jacques Horovitz, Michele Jurgens-Panak. — London : Financial Times ; Pitman Publishing, 1992. — 456 p. ; 24 cm. — ISBN 0-273-034472 1. Clientes.2. Calidad. I. Jurgens-Panak, Michele. 658.89 658.562