@article{343508,
      author = {Gerson, Richard F.},
      url = {http://library.usi.edu/record/343508},
      title = {Measuring customer satisfaction/},
      publisher = {Crisp Publications,},
      recid = {343508},
      pages = {ix, 112 p. :},
      address = {Menlo Park, Calif. :},
      year = {1993},
}