TY  - BOOK
AU  - Coleman,Lance B.
TI  - The customer-driven organization: employing the Kano model 
SN  - 9781482217100
PY  - 2015///
CY  - New York
PB  - Productivity Press
KW  - Customer services
KW  - Manufacturing industries
N1  - Includes bibliographical references and index
ER  -