TY  - BOOK
AU  - Edvardsson Bo
AU  - "Overetveit, Joh"
AU  - "Thomasson, Bertil"
TI  - Quality of serivce
SN  - 0077079493
CY  - London
KW  - Customer services--Management
KW  - Service industries--Management
KW  - Service industries--Quality control
KW  - Total quality management
N1  - includes bibliographical references and index
ER  -