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Zero defections : quality comes to services
Fichero PDF / PDF file
MAP20071011716
Reichheld, Frederick F. ‌
Zero defections : quality comes to services / by Frederick F. Reichheld and W. Earl Sasser
Sumario: Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture
En: Harvard business review. - Boston. - September-October 1990 ; p. 105-111
1. Calidad total ‌. 2. Gestión de la calidad ‌. 3. Control de calidad ‌. 4. Sector servicios ‌. I. Sasser, W. Earl ‌. II. Título. III. Título: Harvard business review.