Publications
Publications
  • September–October 1990
  • Article
  • Harvard Business Review

Zero Defections: Quality Comes to Services

By: F. Reichheld and W. E. Sasser Jr.
  • Format:Print
  • | Pages:7
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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.

About The Author

W. Earl Sasser

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