TY  - BOOK
AU  - Bergman, Bo
AU  - Klefsjo, Bengt
TI  - Quality from Customer Needs to Customer Satisfaction
SN  - 8188689475
U1  - 658.562 BER 
PY  - 2006///
CY  - New Delhi
PB  - Overseas Press India
KW  - Quality Control
KW  - Customer services -- Quality control
KW  - Consumer satisfaction
ER  -