Prof. Vavra, Terry G.
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- Customer Satisfaction Measurement Simplified: a Step-by Step Guide for ISO 9001:2000 Certification. Milwaukee, WI, ASQ Quality Press, 2002.
- Improving Your Measurement of Customer Satisfaction: a Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. Milwaukee, WI: ASQ Quality Press, 1997.
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