Edvardsson Bo <br/><br/>
Quality of serivce  making it really work 

 - 1 
 - London  Mcgraw Hill  c1994 
 - "xvii,293p. : ill. ;23.5cm." 
<br/><br/> includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0077079493 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management<br/>Service industries--Management<br/>Service industries--Quality control<br/>Total quality management