TY  - SER
AU  - Kunst, Paul
AU  - Lemmink, Jos
TI  - Managing service quality: volume II 
T2  - Quality management in services series
SN  - 1853963305
AV  - HF5415.5 .M16 1996
PY  - 1996///
CY  - London
PB  - Paul Chapman
KW  - Customer services
KW  - Management
KW  - Quality control
KW  - Service industries
N1  - Includes bibliographical references and index
ER  -