00559pamaa2200169 4500 0000013040 20091005090000.0 0538844396 658.812 NAU HF5415.5 NAU 1995 NAUMANN Customer satisfaction measurement and management using the voice of the customer Earl Naumann and Kathleen Giel. Ohio: Thomson Executive Press, 1995. xix, 457p.: 24cm. Customer satisfaction -- Evaluation Customer service -- Management GIEL, Kathleen