The Service quality handbook
Relations avec la clientèle
Qualité
Total quality management
Customer services
Contrôle
Consumer behavior
Quality control
Handbooks, manuals
"Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic." "The list of contributors to this cutting-edge reference reads …
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