TY  - BOOK
AU  - Ramaswamy Rohit
TI  - Design and management of service processes: keeping customers for life
SN  - 0-201-63383-3
U1  - 658.812 
PY  - 1996///
CY  - Reading
PB  - Addison-Wesley
KW  - Customer services-management
KW  - Production planning
KW  - Service industries-quality control
KW  - Total quality management
ER  -