Article | Harvard Business Review | September–October 1990

Zero Defections: Quality Comes to Services

by F. Reichheld and W. E. Sasser Jr.

Keywords: Quality;

Citation:

Reichheld, F., and W. E. Sasser Jr. "Zero Defections: Quality Comes to Services." Harvard Business Review 68, no. 5 (September–October 1990): 105–111.