TY  - BOOK
AU  - Weinstein,Art
AU  - Johnson,William C.
TI  - Designing and delivering superior customer value: concepts, cases, and applications 
SN  - 1574442406
PY  - 1999///
CY  - Boca Raton, Fla.
PB  - St. Lucie Press
KW  - Customer services
KW  - Management
KW  - Consumer satisfaction
N1  - Includes bibliographical references and index; Customer value concepts--Customer value cases--Customer value applications--Customer value abstracts--Customer value assessment tool (CVAT)
ER  -