TY  - BOOK
AU  - Stamatis,D.H.
TI  - Total quality service: principles, practices, and implementations 
SN  - 1884015832
PY  - 1996///
CY  - Delray Beach, Fla.
PB  - St. Lucie Press
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references (p. 298-306) and index
ER  -