Bergman, Bo <br/><br/>
Quality from customer needs to customer satisfaction 
by Bo Bergman and Bengt Klefsjo 
 - 2nd ed. 
 - New Delhi  Overseas Press  2006 
 - 606p. 
<br/><br/><label>ISBN: </label>8188689475 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction<br/>Customer services --Quality control
<br/><br/><label>Dewey Class. No.: </label>T254 k674