TY  - BOOK
ED  - American Management Association
TI  - Blueprints for service quality: the federal express approach 
SN  - 0814423477
PY  - 1991///
CY  - New York
PB  - AMA Membership Publications Division
KW  - Federal Express Corporation Management
KW  - Express service
KW  - United States
KW  - Quality control
KW  - Employees
ER  -