Consumer satisfaction Quality control Customer services 8 Banks and banking 2 Case studies 2 Management 2 Academic libraries 1 Automobile industry and trade 1 Cellular radio equipment industry 1 Civil service 1 Copying machines 1 Customer loyalty 1 Customer relations 1 Customer servicse 1 Effect of technological innovations 1 Electronic reference services (Libraries) 1 Evaluation 1 Fast food restaurants 1 Food industry and trade 1 Industrial marketing 1 Information technology 1 Library Web sites 1 Manufacturing industries 1 National parks and reserves 1 Passenger traffic 1 Psychological aspects 1 Public services (Libraries) 1 Railroads 1 Reference services (Libraries) 1 Research 1