TY  - BOOK
AU  - Hayes,Bob E.
TI  - Measuring customer satisfaction: survey design, use, and statistical abalysis methods 
SN  - 087389362X
U1  - 658.812 
PY  - 1998///
CY  - Milwaukee, WI
PB  - ASQ Quality Press
KW  - Satisfacción del cliente
KW  - Servicio al cliente
N1  - Bibliografía
ER  -