TY  - BOOK
AU  - Wexler, Phillip S
TI  - The quest for quality : prescriptions for achieving service excellence
SN  - 9780312141301
U1  - 658.8'12 
PY  - 1996///
CY  - New York
PB  - St. Martin's Griffin Press
KW  - Customer Services -- Quality Control
ER  -