Quality of service
Subtitle: making it really work
By: Bo Edvardsson, Bertil Thomasson, and John Øvretveit.
Contributors: Thomasson, Bertil.; Øvretveit, John, 1954-
Series: Quality in action; Quality in action (London, England)
Publisher: McGraw-Hill Book Co.
Published: 1994
Place of publication: London; New York
Language: eng
Number of pages: 293
Subjects: Customer services -- Management; Total quality management; Service industries -- Quality control; Service industries -- Management
Notes: Includes bibliographical references (p. 266-288) and index.