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Customer service problems : from problem detection to problem prevention by "Service problem deployment"
Stauss, Bernd - 1992
Persistent link: https://www.econbiz.de/10000843396
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Total quality management : customer orientation without marketing?
Stauss, Bernd - 1993
Persistent link: https://www.econbiz.de/10000412469
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Das Qualitative Zufriedenheitsmodell : (QZM)
Stauss, Bernd - 1995
Persistent link: https://www.econbiz.de/10000564872
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Regaining service customers : costs and benefits of regain management
Stauss, Bernd - 1997
Persistent link: https://www.econbiz.de/10000967856