This book, “Customer Satisfaction Measurement and Management: Using the Voice of the Customer” by Earl Naumann, is part of the SB-Marketing Education Series published by Cengage South-Western in 1995. It offers a comprehensive approach to measuring and managing customer satisfaction, focusing on the importance of listening to the “Voice of the Customer.” The nonfiction book, written in English, covers topics in business and economics, specifically related to customer relations. With 457 pages, it provides valuable insights and practical strategies for businesses looking to enhance their customer satisfaction metrics.