@techreport{1c7a734a9dde4d5c9c1f25d8c778e064,
title = "Quality improvement through customer satisfaction benchmarking: manual for customer satisfaction surveys",
author = "CHAN, \{Alfred CM\} and CHAN, \{Raymond KH\} and KWOK, \{Lit Tung\} and FUNG, \{Kai Man\}",
year = "2001",
language = "English",
series = "APIAS Working Paper Series",
publisher = "Lingnan University, Asia-Pacific Institute of Ageing Studies (APIAS)",
number = "9",
type = "WorkingPaper",
institution = "Lingnan University, Asia-Pacific Institute of Ageing Studies (APIAS)",
}