Quality of service : making it really work /
Edvardsson, Bo, 1952-
Quality of service : making it really work / Bo Edvardsson, Bertil Thomasson, and John ¢vretveit. - London ; New York : McGraw-Hill Book Co., c1994. - xvii, 293 p. : ill. ; 24 cm. - Quality in action . - Quality in action (London, England) .
Includes bibliographical references (p. 266-288) and index.
0077079493
Customer services--Management.
Total quality management.
Service industries--Quality control.
Service industries--Management.
Marketing Management --M211,
Introduction to Marketing Management --MGT155,
HF5415.5 / .E26 1994
Quality of service : making it really work / Bo Edvardsson, Bertil Thomasson, and John ¢vretveit. - London ; New York : McGraw-Hill Book Co., c1994. - xvii, 293 p. : ill. ; 24 cm. - Quality in action . - Quality in action (London, England) .
Includes bibliographical references (p. 266-288) and index.
0077079493
Customer services--Management.
Total quality management.
Service industries--Quality control.
Service industries--Management.
Marketing Management --M211,
Introduction to Marketing Management --MGT155,
HF5415.5 / .E26 1994