Zero defections : quality comes to services
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| Tag | 1 | 2 | Valor |
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| 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 | ||
| 100 | 1 | $0MAPA20080326357$aReichheld, Frederick F. | |
| 245 | 1 | 0 | $aZero defections$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. | ||
| 650 | 1 | 1 | $0MAPA20080564933$aCalidad total |
| 650 | 1 | 1 | $0MAPA20080601782$aGestión de la calidad |
| 650 | 1 | 1 | $0MAPA20080584313$aControl de calidad |
| 650 | 1 | 1 | $0MAPA20080578039$aSector servicios |
| 700 | 1 | $0MAPA20080147433$aSasser, W. Earl | |
| 740 | 0 | $aHarvard business review | |
| 773 | 0 | $wMAP20077100345$tHarvard business review$dBoston$gSeptember-October 1990 ; p. 105-111 |