TY  - BOOK
AU  - EDVARDSSON, BO / THOMASSON,BERTIL / OVRETVEIT,JOHN
TI  - QUALITY OF SERVICE : MAKING IT REALLY WORK
SN  - 77079493
U1  - 658.812 EDV 
CY  - MCGRAW-HILL
KW  - CUSTOMER SERVICES-MANAGEMENT
ER  -