"Martin, John E" <br/><br/>
Command performance  the art of delivering quality service 

 - 1 
 - Boston  HBS Press  c1994 
 - "xx,260p. : ill. ;24cm." 
<br/><br/> includes index 
<br/><br/><label>ISBN: </label>0875845622 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer satisfaction<br/>Customer service<br/>Quality control