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9780899306001

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Today's customer-driven markets require business to rethink its mission, sharpen its focus on delivering customer satisfaction, and exert new leadership toward pride in workmanship. Successful business managers recognize this fact. They understand that every task from product conception and design to delivery and service must be carried out with customer satisfaction as the first priority. Satisfied customers equate to a strong competitive position. -Melvin R. Goodes President and Chief Operating Officer Warner-Lambert Company

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MICHAEL J. STAHL is Associate Dean for Research and External Affairs in the College of Business Administration at the University of Tennessee, Knoxville. His past experience includes professorships at two other universities, and the position of Program Manager for the design and development of a communications satellite at the Space and Missile Systems Organization, Los Angeles, California. GREGORY M. BOUNDS is a Faculty Research Associate at the Management Development Center at the University of Tennessee, Knoxville. His work history includes branch office manager in the federal government, sales team manager in the advertising industry, and program analyst.

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