Wellington, Patricia. <br/><br/>
Kaizen strategies for customer care :  how to create a powerful customer-care program-- and make it work / 
Patricia Wellington. 
 - London ;  New York :  Financial Times,  c1995. 
 - viii, 239 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>027361472X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Relationship marketing.<br/>Total quality management.<br/>Industrial management--Japan.<br/>Consumer satisfaction.<br/>Customer loyalty.
<br/><br/><label>Dewey Class. No.: </label>658.812 WEL