Delighting Customers by P. Donovan (9780412610103)

Description - Delighting Customers by P. Donovan

This book provides a comprehensive guide to satisfying customers by taking a practical step-by-step approach and exploring different kinds of service provision. Each chapter is supported by specific case studies and examples of best practice in Europe. This book should be of interest to executives and senior managers in European organizations, quality professionals in service and manufacturing sectors.

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