TY  - BOOK
AU  - Davis, F. W.
AU  - Manrodt,K.B.
TI  - Building a customer responsive organisation: the quality way 
SN  - 8179290131
AV  - HD4461 .D37 2002
PY  - 2002///
CY  - New Delhi
PB  - Infinity Books
KW  -  Customer services
KW  - Management
KW  - Consumer satisfaction
KW  - Total Quality Management
N1  - "The best of Blackwell business"--Cover; Previously published as: Applying the TQM to customer responsive management; Includes bibliographical references and index
ER  -