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Quality Function Deployment: Helping Business Identify and Integrate the Voice of the Customer. Industrial Engineering, 26(10), 44-45.
FLETCHER, H.D. AND SMITH, D.B., 2004. Managing for Value: Developing a Performance Measurement System Integra. Journal of Business Strategies, 21(1), 1-17.
GOODE, M.M.H., 2001. Predicting consumer satisfaction from CD players. Journal of Consumer Behaviour, 1(4), 323-335.
GURAU, C. AND RANCHHOD, A., 2001. Measuring Customer Satisfaction: A Platform for Calculating, Predicting and Increasing Customer Profitability. Journal of Targeting, Measurement and Analysis for Marketing, 10(3), 203-219...
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