Литература
1.Shillito, M. L. 2001 “Voice of the Customer” Boca Raton, Fla.: St. Lucie Press.
2.McQuarrie, E. R. 1998 “CustomerVhits” Vol. 2. Thousand Oaks, Ca.: Sage Publications.
3.Goetsch, D. L. and S. B. Davis 2000 “Introduction to Total Quaitiy” 3d ed. Upper Saddle River, NJ: Prentice Hall.
4.Hammer, M. and J. Champy 1993 “Reengineering the Corporation” JewYork: Harper Business.
5.McKenna, R. 1995 “Real – Time Marketing” Harvard Business Review 73(4): 87 – 95.
6.Scholtes, P. R. 1996 “The Team Handbook” 2d ed. Madison, Wis.: Joiner Associates.
7.University of Michigan Business School and American Society for Quality 1998 “American Customer Satisfaction Index: 1994 – 1998” Ann Arbor: University of Michigan Press.
8.Thompson, A. T. and A. J. Strickland 1995 “Crafting and Implementing Strategy” Boston: Irwin.
9.Hoch, D. J., ?. R. Roeding, G. Purkert, and K. S. Lindner 2000 “The Secrets of Software Success” Boston, Harvard Business School Press.
10.Norman, D. A. 1998 “The Invisible Computer” Cambridge, Mass.: The MIT Press.
11.Shillito, M. L. 1994 “Advanced QFD” New York: John Wiley & Sons.
12.Evans, R. J. and M. W. Lindsay 1999 “The Management and Control of Quality” St. Paul, Minn.: South – Wesiern College Publishing.
