TY  - BOOK
AU  - Edvardsson,Bo
AU  - Thomasson,Bertil
AU  - Øvretveit,John
TI  - Quality of service: making it really work 
T2  - Quality in action
SN  - 0077079493 
AV  - HF5415.5 .E26 1994
U1  - 658.8/12 20
PY  - 1994///
CY  - London, New York
PB  - McGraw-Hill Book Co.
KW  - Customer services
KW  - Commerce
KW  - Total quality management
KW  - Service industries
N1  - Includes bibliographical references (p. 266-288) and index
ER  -