M. Larry Shillito. <br/><br/>
Acquiring, processing, and deploying voice of the customer / 
M. Larry Shillito. 
 - Boca Raton :  St. Lucie Press,  2001. 
 - xvi, 279 p. 
<br/><br/>Includes bibliographical references (p. 269) and index. 
<br/><br/><label>ISBN: </label>1574442902 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services --Management.
<br/><br/><label>Dewey Class. No.: </label>658.812  S556