TY  - BOOK
AU  - Stamatis, D. H.
TI  - Total quality service: principles, practices, and implementation 
SN  - 1884015832
AV  - HF 5415.5 .S7 1996 
PY  - 1996///
CY  - Delray Beach, Florida
PB  - St. Lucie Press
ER  -