Listening to the customer

Journal/Book: Sloan Manage Rev. 1997; 38: Sloan School Management, 77 Massachusetts Ave, E53-416, Cambridge, MA 02139-4307. Massachusetts Inst Technology. 7-7.

Note: Letter Glynn WJ, Natl Univ Ireland Univ Coll Dublin, Michael Smurfit Grad Sch Business, Ctr Qual & Serv Management, Blackrock, County Dublin, IRELAND

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