Milakovich  <br/><br/>
Improving service quality in the global economy : achieving high performance in public and private sectors  
/ Michael E. Milakovich. 
 - 2nd ed.. 
 - Boca Raton  Auerbach  2006. 
 - xix, 406p.  ill.  25cm 
<br/><br/> Includes index p.387 - 406 
<br/><br/><label>ISBN: </label>0849338190  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Industrial management<br/>Service industries--Management
<br/><br/><label>Dewey Class. No.: </label>658.562 MIL 2006