Shillito, M. Larry,  1939- <br/><br/>
Acquiring, processing, and deploying voice of the customer / 
M. Larry Shillito 
 - Boca Raton, Fla. :  St. Lucie Press ,  2001 
 - xvi, 279 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 269) and index 
<br/><br/><label>ISBN: </label>1574442902 (alk. paper)  RM268.18 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management