TY  - BOOK
AU  - Lytle,John F.
TI  - What do your customers really want?: here's a sure-fire way to find out 
SN  - 1557384568
AV  - HF5415.5 .L97 1993
U1  - 658.834 20
PY  - 1993///]
CY  - Chicago, Ill.
PB  - Probus Pub.
KW  - Consumer satisfaction
KW  - Customer services
KW  - Consumers
KW  - Research
KW  - Marketing research
N1  - Includes index; Preface --; Acknowledgment --; Ch. 1; A Working Definition --; Ch. 2; Satisfied Today, Dissatisfied Tomorrow --; Ch. 3; The Voice of the Customer --; Ch. 4; Delivery --; Ch. 5; Pricing --; Ch. 6; Product Quality --; Ch. 7; Emergencies --; Ch. 8; Research and Development --; Ch. 9; Image --; Ch. 10; Customer Service --; Ch. 11; Two Cautionary Notes --; Ch. 12; Selling Your Organization on a Superior Need Strategy --; Ch. 13; Superior Questions, Superior Needs --; Ch. 14; Beyond the Superior Need --; Index
ER  -