Sviokla, J. J. Shapiro, Benson P. text Boston, MA Harvard Business School Press c1993 monographic xx, 384 pages : Illustrations ; Articles originally published in the Harvard business review, 1968-1992. Includes index. Companion volume to: Seeking customers. Customer services - United States Consumer satisfaction - United States HF 5415.5 KEE 0875843336 (acidfree paper) :