TY  - BOOK
AU  - Shillito, M. Larry
TI  - Acquiring, processing, and deploying voice of the customer
SN  - 9781574442908
U1  - 658.812 SHI 
PY  - 2001///
CY  - Boca Raton, FL
PB  - St. Lucie Press
KW  - Customer services - Management
ER  -