Han, Flora <br/><br/>
Productivity & service quality :  an essential reading for service providers / 
 Productivity and service quality : an essential reading for service providers 
Flora Han, Debbie Leong 
 - Singapore :  Prentice Hall,  1996 
 - xi, 186 p. :  ill. ;  23 cm. 
<br/><br/>Bibliography : p. 179-182 
<br/><br/><label>ISBN: </label>9813076607  RM42.21 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Quality control<br/>Consumer satisfaction<br/>Industrial productivity--Measurement