TY  - BOOK
AU  - Grubbs, M.R.
AU  - Reidenbach, R.E.
TI  - Winning banks: managing service quality for customer satisfaction 
SN  - 1555201024
U1  - 332.1'753 
PY  - 1989///
CY  - Illinois
PB  - Bank Administration Institute
KW  - Banking services
KW  - Banks and banking
KW  - Bank management
KW  - Customer service
N1  - Includes index
N2  - The purpose of this book is to give a voice to bank customers. It demonstrates a means by which bankers can solicit input from their customers in determining the quality of their service
ER  -