TY  - BOOK
AU  - Edvardsson,Bo
AU  - Thomasson,Bertil
AU  - ¢vretveit,John
TI  - Quality of service: making it really work 
T2  - Quality in action
SN  - 0077079493
AV  - HF5415.5 .E26 1994
PY  - 1994///
CY  - London, New York
PB  - McGraw-Hill Book Co.
KW  - Customer services
KW  - Management
KW  - Total quality management
KW  - Service industries
KW  - Quality control
KW  - Marketing Management
KW  - M211,
KW  - MM, School of Management
KW  - Introduction to Marketing Management
KW  - MGT155,
KW  - BSABE, School of Management
N1  - Includes bibliographical references (p. 266-288) and index
ER  -