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