658.562 T254m Tjosvold, Dean. San Francisco, Jossey-Bass, 1993. 658.812 T625t Townsend, Patrick L. and Gebhardt, Joan E. Commit to Quality . New York, Wiley, 1986. Discusses the quality improvement process in a service organization.
Book call no.
Balancing Customer Perceptions and Expectations . New York, Free Press, 1990. 658.812 Z48d Zemke, Ron. New York, Penguin, 1990. Creating and Maintaining the Customer Service Edge .