Centro de Documentación de Fundación MAPFRE - Zero defections : quality comes to services

MAP20071011716

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.