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Zero defections : quality comes to services

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      <subfield code="a">Zero defections</subfield>
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      <subfield code="c">by Frederick F. Reichheld and W. Earl Sasser</subfield>
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      <subfield code="a">Defecting customers send a clear signal: profit slump ahead -- The cost of losing a customer -- Defections management -- The zero defections culture.</subfield>
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