Customer retention through quality leadership : the Baxter approach - Fliehman, Deborah G., 1953-; Auld, David D., 1940- (Milwaukee, Wis. : ASQC Quality Press, 1993)
Includes bibliographical references (p. 221-224) and index.
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Keywords: Baxter Healthcare Corp; Consumer satisfaction -- United States -- Case studies; Customer relations -- United States -- Case studies; Quality of products -- United States -- Case studies