TY  - BOOK
AU  - BERGMAN,BO
AU  - KLEFSJO,BENGT
TI  - QUALITY:FROM CUSTOMER NEEDS TO CUSTOMER SATISFACTION / 
U1  - 658.83 
PY  - 1994///
CY  - [S.N] : 
PB  - MC GRAW - HILL ، 
KW  - CUSTOMER SERVICE
KW  - SERVICE INDUSTRIES
ER  -