TY  - BOOK
AU  - Georg R. Beiharz
TI  - Quality management in service organisations
SN  - 9780582803459
AV  - HF5415.5B45BEI 
PY  - 1994///
CY  - Melbourne
PB  -  Longman Business & Professional
KW  - Customer services Australia Management
KW  - Customer services Management
KW  - Service industries Management
N1  - includes reference and index
ER  -