TY  - BOOK
AU  - Lele,Milind M.
AU  - Sheth,Jagdish N.
TI  - The customer is key: gaining an unbeatable advantage through customer satisfaction 
SN  - 9780471549178
U1  - 658.812 23
PY  - 1991///
CY  - New York
PB  - John Wiley
KW  - Consumer satisfaction
N1  - Contents;

1. Happy customers: The unbeatable advantage 
2. Customer satisfaction creates market success
3. How the winners do it: The characteristics of success
4. The four fundamentals of customer satisfaction 
5. ... It begins with the product 
6. Understanding and managing customer expectations 
7. Intermediaries: Ambassadors or assassins
8. The real sale begins after the sale 
9. Feedback and restitution 
10. Corporate values: The software 


; Includes bibliographical references and index p. 259-260
ER  -