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The customer is key : gaining an unbeatable advantage through customer satisfaction / Milind M. Lele with Jagdish N. Sheth.

By: Contributor(s): Publication details: New York : John Wiley, c1991.Description: xi, 260 p. : ill. ; 24 cmISBN:
  • 9780471549178
  • 0471549177
  • 0471828599
Subject(s): DDC classification:
  • 658.812 23 LEL
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book Open Access Book Open Access Engineering Library 658.812 LEL 1 (Browse shelf(Opens below)) 1 Available BUML24010535

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

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