Milakovich, Michael E. <br/><br/>
Improving service quality in the global economy :  achieving high performance in public and private sectors / 
Michael E. Milakovich 
 - 2nd ed. 
 - Boca Raton, FL :  Auerbach Publications,  2006 
 - xix , 406 p. :  ill. ;  25 cm. 
<br/><br/> Rev. ed. of: Improving service quality, 1995 
<br/><br/>Includes bibliographical references (p. 345-360) and index 
<br/><br/><label>ISBN: </label>0849338190 (alk. paper)  RM274.33 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Industrial management<br/>Service industries--Management<br/>Quality control