00515pamaa2200169 4500 0000020169 20060530090000.0 0077090160 658.562 BER 1994 HD62.15 BER 1994 BERGMAN Quality from customer needs to customer satisfaction Bo Bergman and Bengt Klefsjo. London: McGraw Hill, 1994. 478p.: ill.; 23cm. Customer service -- Quality control Consumer satisfaction Klefsjo, Bengt