Zero defections : quality comes to services

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<subTitle>: quality comes to services</subTitle>
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<namePart>Reichheld, Frederick F.</namePart>
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<namePart>Sasser, W. Earl</namePart>
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<abstract displayLabel="Summary">Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture.</abstract>
<note type="statement of responsibility">by Frederick F. Reichheld and W. Earl Sasser</note>
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<text>September-October 1990 ; p. 105-111</text>
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