Quality Values Market Domination Through Customer Satisfaction $14.95 By Bart Allen Berry and Keneth Brodeur Aquarius Publishing 1999 160p Soft cover (No e-book available)
First customer satisfaction book by Bart Allen Berry with contribution from Keneth Brodoer, includes predictors of satisfaction and extensive organizational intervention coaching when specific satisfaction areas score low. Also includes satisfaction values weighting matrix, internal audit, and definitions of the Quality Values. Great companion guide for any organizational intervention or improvement effort.