Fliehman, Deborah G. <br/><br/>
Customer retention through quality leadership  the Baxter approach 
Deborah G. Fliehman, David D. Auld 
 - Singapore  Toppan Company  1994 
 - xii, 233 p. : ill. ; 23 cm. 
<br/><br/>p. 221-224. 
<br/><br/><label>ISBN: </label>981007431X  RM32.74 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction--United States--Case studies<br/>Customer relations--United States--Case studies<br/>Quality of products--United States--Case studies