Zero defections : quality comes to services

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<rdf:Description>
<dc:creator>Reichheld, Frederick F.</dc:creator>
<dc:creator>Sasser, W. Earl</dc:creator>
<dc:date>1990-09-01</dc:date>
<dc:description xml:lang="es">Sumario: Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture.</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/41299.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Calidad total</dc:subject>
<dc:subject xml:lang="es">Gestión de la calidad</dc:subject>
<dc:subject xml:lang="es">Control de calidad</dc:subject>
<dc:subject xml:lang="es">Sector servicios</dc:subject>
<dc:type xml:lang="es">Artículos y capítulos</dc:type>
<dc:title xml:lang="es">Zero defections : quality comes to services</dc:title>
<dc:title xml:lang="es">Título: Harvard business review</dc:title>
<dc:relation xml:lang="es">En: Harvard business review. - Boston. - September-October 1990 ; p. 105-111</dc:relation>
</rdf:Description>
</rdf:RDF>