TY  - BOOK
AU  - Stamatis,D.H.
TI  - Total quality service: principles, practices, and implementation 
SN  - 1884015832 (alk. paper)
U1  - 658.812 20
PY  - 1996///
CY  - Delray Beach, FL
PB  - St. Lucie Press
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references (p. 298-306) and index
UR  - http://www.loc.gov/catdir/enhancements/fy0803/94046634-d.html
ER  -