TY  - BOOK
AU  - Han,Flora
AU  - Leong,Debbie
TI  - Productivity & service quality: an essential reading for service providers 
SN  - 9813076607
PY  - 1996///
CY  - Singapore
PB  - Prentice Hall
KW  - Customer services
KW  - Quality control
KW  - Consumer satisfaction
KW  - Industrial productivity
KW  - Measurement
N1  - Bibliography : p. 179-182
ER  -