TY  - BOOK
AU  - Edvardsson, Bo
AU  - Thomasson, Bertil
AU  - Ovretveit, John
AU  - Dale, Barrie
TI  - Quality of service: making it really work
SN  - 0077079493
AV  - TQ 
U1  - 658.812 
PY  - 1994///
CY  - London
PB  - McGraw-Hill Book Company
KW  - Management
KW  - Quality Assurance
ER  -