TY  - BOOK
AU  - Kaplan,Daniel I.
AU  - Rieser,Carl
TI  - Service success!: lessons from a leader on how to turn  around a service business 
SN  - 0471591297
U1  - 658.5 
PY  - 1994///
CY  - New York
PB  - John Wiley
KW  - Service industries
KW  - Management
KW  - Quality control
ER  -