00391nam a2200109Ia 4500008004100000082001900041100001700060245010100077260003500178300001000213650005800223211119s9999||||xx |||||||||||||| ||und||  a658.812bHAY-M  aHayes, Bob E 0aMeasuring Customer Satisfaction and Loyalty Survey Design, Use, and Statistical Analysis Methods  bAcademic Pressa2010cNew York  axxiii  aTechnologyvGeneral ManagementManagementxMBA LIBRARY