Understanding services management :  integrated marketing, organisational behaviour, operations and human resource management / 
Edited by William J Glynn and James G Barnes. 
 - 1st ed. 
 - New Delhi :  Prentice Hall of India PVt Ltd ,  2007. 
 - xxvi,485p. ;  PB  25 cm 
<br/><br/><label>ISBN: </label>9788120329355 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer care in services<br/>Measuring and monitoring service quality<br/>The cost of service quality
<br/><br/><label>Dewey Class. No.: </label>001.072658   / GLYW