TY - BOOK AU - Fliehman,Deborah G. AU - Auld,David D. TI - Customer retention through quality leadership : the baxter approach SN - 0873891678 : U1 - 658.812 PY - 1993/// CY - Milwaukee, Wisconsin PB - ASQC Quality Press KW - Customer satisfaction KW - Customer relation; Quality of product N2 - Business ER -