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Penny-pinching ends up costing more in long run.

• Authors : Mazur, Laura¹

Subjects: *CUSTOMER satisfaction; *QUALITY of service; *CUSTOMER servicesUNITED Kingdom

• Source: Marketing (00253650). 2/19/2004, p20-20. 1/3p. 1 Color Photograph.

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DPM'S DIARY.

Subjects: *COMPUTER industry; *ARTIFICIAL intelligence; *LICENSE agreementsUNITED KingdomSANDERS, Mindy

• Source: Computer Weekly. 3/16/2004, p72-72. 1/3p. 1 Cartoon or Caricature.

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A complaint is a gift.

Subjects: *CONSUMER complaints; *QUALITY of service; *SERVICE industriesUNITED Kingdom; UNITED States

• Source: Economist. 4/24/2004, Vol. 371 Issue 8372, p69-69. 1/3p. 1 Color Photograph.

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