Berry, Leonard L.  <br/><br/>
On great service:  a framework for action / 
Leonard L. Berry. 
 - New York:  The Free Press,  1995. 
 - 292 p. :  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>0029185556  RM75.44 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Quality control.<br/>Customer service--United States--Management--Case studies.