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Zero defections : quality comes to services
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Section: Articles
Title: Zero defections : quality comes to services / by Frederick F. Reichheld and W. Earl SasserAuthor: Reichheld, Frederick F. ‌
Notes: Sumario: Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture.Related records: En: Harvard business review. - Boston. - September-October 1990 ; p. 105-111Materia / lugar / evento: Calidad total ‌Gestión de la calidad ‌Control de calidad ‌Sector servicios ‌Otros autores: Sasser, W. Earl ‌
Secondary titles: Título: Harvard business review
Other categories: 938
Rights: In Copyright (InC)