Stamatis, D. H. <br/><br/>
Total quality service :  principles, practices, and implementation / 
D. H. Stamatis 
 - Delray Beach, Florida :  St. Lucie Press,  c1996 
 - xvi, 318 pages ;  23 cm. 
<br/><br/><label>ISBN: </label>1884015832 
<br/><br/><label>LC Class. No.: </label>HF 5415.5 .S7 1996