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Zero defections : quality comes to services

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Tag12Value
LDR  00000nab a2200000 i 4500
001  MAP20071011716
003  MAP
005  20080418113102.0
007  hzruuu---uuuu
008  921106e19900901usa|||| | |00010|eng d
040  ‎$a‎MAP‎$b‎spa
084  ‎$a‎938
1001 ‎$0‎MAPA20080326357‎$a‎Reichheld, Frederick F.
24510‎$a‎Zero defections‎$b‎: quality comes to services‎$c‎by Frederick F. Reichheld and W. Earl Sasser
520  ‎$a‎Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture.
65011‎$0‎MAPA20080564933‎$a‎Calidad total
65011‎$0‎MAPA20080601782‎$a‎Gestión de la calidad
65011‎$0‎MAPA20080584313‎$a‎Control de calidad
65011‎$0‎MAPA20080578039‎$a‎Sector servicios
7001 ‎$0‎MAPA20080147433‎$a‎Sasser, W. Earl
7400 ‎$a‎Harvard business review
7730 ‎$w‎MAP20077100345‎$t‎Harvard business review‎$d‎Boston‎$g‎September-October 1990 ; p. 105-111