TY  - BOOK
AU  - Stamatis, D. H., author.
TI  - Total quality service:  principles, practices, and implementation / 
SN  - 1884015832
U1  - DC 658.812 1996
PY  - 1996///
CY  - Delray Beach, FL : 
PB  - St. Lucie Press
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references and index
ER  -