Zero defections: quality comes to services
Reichheld (1990)
- Authors
- F.F. Reichheld, W.E. Sasser
- Year
- 1990
- Published in
- Harvard Business Review
- Reichheld, F.F. and Sasser, W.E. (1990) ‘Zero defections: quality comes to services’, Harvard Business Review, 68(5), pp. 105–111.No DOIhbr.org