Delivering service quality : managerial challenges for the 21st century.  
edited by M. Raghavachari and K. V. Ramani 
 - New Delhi   Macmillan India Ltd.   2000 
 - xii,651p.;  26cm. 
<br/><br/><label>ISBN: </label>0333-93409-1 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management--21st century<br/>Quality management--21st century
<br/><br/><label>Dewey Class. No.: </label>658.8120905