TY  - BOOK
AU  - M. Larry Shillito.
TI  - Acquiring, processing, and deploying voice of the customer
SN  - 1574442902
U1  - 658.812  S556 
PY  - 2001///
CY  - Boca Raton
PB  - St. Lucie Press
KW  - Customer services
KW  - Management
N1  - Includes bibliographical references (p. 269) and index
ER  -