Return on quality : measuring the financial impact of your company´s quest for quality / Ronald T. Rust, Anthony J. Zahorik, Timothy L. Keiningham. — Chicago : Irwin, [1994]. — 258 p. : gráf. ; 24 cm. — ISBN 1-55738-547-5 1. Calidad. I. Zahorik, Anthony J.. II. Keiningham, Timothy L.. 658.562