00747cam a2200241 7i4500 0000014070 20150325090000.0 iicp-my 20120404111200.0 120404 000 0 eng d 9780077090166 0077090160 201204041112 shanthini 658.8 BER Bergman, Bo. Quality : from customer needs to customer satisfaction / Bo Bergman, Bengt Klefsjo.. England : McGraw Hill, c1994.. p. cm.. Includes bibliographical references and index. Customer service - quality control. Consumer satisfaction. Klefsjo, Bengt. 1000022752 Book Green Spot